If tracking shows your item has been delivered, but you have not received it, we suggest that you first check with your neighbors, front office, or other house residents to see if they’ve received the item on your behalf.

Since many tracking pages show a photo of the successful delivery location, we ask that you review this photo for more information about where your package may have been delivered. You can access your Marketplace order tracking page by looking at your order page here.

Please note, if the delivery photo provided by the shipping carrier is not of your delivery address, our team will require a photo of the delivery address listed on your Marketplace order to proceed with your request.

If you still cannot find your package, please fill out our Lost or Stolen Package Form using the link below:

Please know that for us to process your request, you must fill out the form within 30 days of the delivery date indicated on your shipment’s tracking page. You can find your Marketplace order’s shipment tracking page by looking at your order page here.

If you have any difficulty completing the form, please reach out to our Customer Success Team for assistance.

The Customer Success Team may ask you to file a police report after your form has been submitted. Any requested police report must be filed and sent in within 30 days of the delivery date as well.

It can take anywhere from 3-10 business days for the claim to be processed, accepted, and resolved by the carrier (FedEx, UPS, USPS, etc.,).

If the claim is approved by our team and accepted by the carrier, we will proceed to either credit the balance of your order for the lost or stolen item or process a replacement order on your behalf.

To check that you are using the right Marketplace account, please select the 'View Profile' section of your account and review the email and personal information that is displayed.

The information you provide on your Lost or Stolen Package Form must match the information on the Marketplace order you are filing a claim for.

Your Perpay Order Number can be found by viewing your orders page. Using the 'All Orders' section, you can find the Marketplace order you would like to file a claim for and enter the complete order number in the Lost or Stolen Package Form.

Your Perpay Order Number can be found by viewing your Marketplace orders page and navigating to the order that you would like to file a claim for.

Once this page is open, the Item ID is displayed under each item. Please enter the complete item ID number in the Lost or Stolen Package Form. An example item ID is shown below: