Missing Incoming Parcel

What should I do if my parcel hasn’t arrived at my warehouse?
If your parcel shows as delivered by the carrier but is not yet visible in your account, please allow up to 24–48 hours for internal processing and intake scanning. During peak periods, slight delays may occur.

What if my parcel still hasn’t appeared after 48 hours?
If your parcel is still not visible after 48 hours, please file a missing parcel here. 

We will investigate with our warehouse team.

Can a parcel be lost before it reaches my account?
In rare cases, parcels may be misdelivered, delayed, or incorrectly labeled by the courier. We will work with the carrier and internal warehouse team to trace the item.

Is there a time limit to report a missing incoming parcel?
Yes. We recommend reporting missing incoming parcels within 30 days of the carrier’s delivery confirmation date to ensure proper investigation and resolution. Missing submitted after the 30-day window are outside of our policy and cannot be investigated or compensated.

What happens after I report a missing parcel?
Our team will:

• Check warehouse intake records
• Verify courier delivery details
• Contact the carrier if needed
• Update you with the investigation outcome

What if there was an error filing the missing parcel? 

Example error message:

"Tracking Number - This tracking number relates to a package received on 2026-06-18 that is already in your account."

This usually means the parcel has been received at our warehouse facility but may be assigned to a different account or placed under "Bruce Wayne" due to a missing CID. 

Advise the customer to contact Customer Service to report the issue.

The CX team should:

1. Obtain the tracking number from the customer.
2. Locate the package ID.
3. Verify the parcel ownership/account details.
4. Move/assign the parcel to the correct customer account if required.