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 let us know using the portal linked 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.

If you fail to submit a claim within the carrier’s designated timeframe or provide required follow-up information, you may remain responsible for payments on the item, even if it was not delivered.

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.

It is also essential to keep your payments active throughout the claim process. Payments made during this time will be credited appropriately if your claim is approved and accepted by the carrier.

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:

If your item is eventually delivered after reporting it missing, you may choose to:

If your issue is resolved (either through the item being confirmed lost or returned), any payments made toward the order will be credited toward your account. These can be applied to other active orders, used for future purchases, or withdrawn to your bank account.

If you do not submit a claim within the carrier’s designated timeframe, or fail to provide necessary follow-up information, the balance for the item will remain on your account. As a result, you will be responsible for making payments for the item, even if it was not received.

No, stopping payments can lead to delays in issuing replacements or processing returns and may impact your account standing, spending limit, or ability to place future orders. It’s best to keep payments active to ensure prompt resolution.