My Package Went Missing. What Do I Do?

Last Update: April 25th, 2024
Article ID: 2156459

Once a package is marked as "delivered" by the shipping service, we are no longer responsible if the package is lost or stolen.

If the package has been marked as "delivered", please check with others in your household or neighbors to see if anyone may have received the package. Receipt by household members or neighbors is the most common reason for a package to be missing after delivery.

However, if the item is not marked as "delivered", we are happy to help assist with your lost order. Please take the following actions:

1. Open a claim with the shipping provider.





OnTrac/Lasership: (after entering tracking number, there is a form on the tracking page)

AxleHire: Contact the AxleHire support team via their Chat Option on the Tracking Page, or you can also reach them at or 1-855-249-7447

2. Contact us through email at or using the form on our support page.

Please let us know that your package is missing, and provide us with the claim number from the shipping provider. Also, please let us know the shipping address where a replacement order should be sent, and your order number if you're not using the same email you placed the order with.

3. We'll work to ship out a replacement order to you.