When was the last shipping update?
Packages are considered lost in transit when the tracking information hasn't been updated in 5 days. If the tracking number for your order has updated in the last 5 days, we kindly ask that you wait until reporting the package lost in transit. You can find tracking updates on the carrier website using your tracking number.
If you see that there hasn’t been a shipping update on your order for 5 days, please contact us for help! You can reach us via chat in your app or by emailing us at hello@perpay.com.
Where can I find my tracking number?
To find the tracking number for your order, go to your orders page. Using the 'All Orders' section, select the order you are missing and you will see all tracking numbers for the order. You can click the tracking number and it will show you the full tracking history of your package.
Please note, one order may have multiple tracking numbers for items that are shipped separately.
If there is no tracking number for your order yet, this means our team is still processing it for shipment. For most orders, please allow 3-5 business days for tracking information to appear. For more information please see When will my order ship?.
My item never shipped.
If you click on the tracking number for your order and the last update was ‘Label Created’, it is possible that your order has not yet entered the shipping process. If there hasn’t been a more recent update in the last 5 days, please reach out to us and we would be happy to assist!
My item was returned to the sender.
If you haven’t received your order yet, and it appears that it was returned to its original destination, it may have been sent back to our distributor. No worries, we are happy to work with you to get your item to you!
When a package gets returned to the sender, you may see duplicate results when clicking on the tracking number.
How do I request a replacement?
To report a package that is lost in transit, email our Customer Success Team at hello@perpay.com or chat with our team. We will need some information about your situation to help with a reshipment.
Please provide the order number and item ID #(s) for the products you are missing. Once we have this information, our team will confirm if your item is lost in transit, or returned to sender, and gladly send over a replacement as soon as possible if your order qualifies!
How to find your Order Number
Your Perpay Order Number can be found by viewing your orders page. Using the 'All Orders' section, you can find the order number for the items you are missing.
How to find your Item ID Number
Your Perpay Order Number can be found by viewing your 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. An example item ID is shown below: