Your tracking hasn't updated in two weeks. The last scan was at a sorting facility on the other side of the country. Nobody can tell you where the package is.
Here's what to do — in the right order.
Step 1: Check Whether the Carrier's Official Lost Window Has Passed
Before filing anything, confirm the package has actually exceeded the carrier's threshold. Most won't open an investigation until a set number of days past the expected delivery date:
| Carrier | Domestic | International |
|---|---|---|
| USPS | 15 days past due | 45 days past ship date |
| UPS | 24 hours past due | 24 hours past due |
| FedEx | 24 hours past due | 24 hours past due |
| DHL | 10 days past due | 10 days past due |
For most international shipments, you're waiting 30–45 days from the ship date before anyone considers the package officially lost.
Step 2: Actually Check the Tracking — on the Carrier's Site
Check the tracking number directly on the carrier's website, not the retailer's order page. Retailer tracking pages often lag behind or show incomplete data.
Things that look like "lost" but aren't:
- Customs hold — no new scans for 1–3 weeks while the package clears customs
- Failed delivery attempt — carrier tried, couldn't complete it, left a notice you missed
- Mis-delivered — check with neighbors, building management, or a mailroom
- Peak-period delays — scans stop during high-volume windows (holidays, weather)
If you only have the seller's tracking link, dig into the details for the underlying carrier number — that's what you need to check directly.
Step 3: Contact the Seller First
Before going to the carrier or your bank, message the seller. Most reputable sellers on Amazon, AliExpress, and eBay will replace or refund a lost shipment without forcing you to escalate.
What to include:
- Order number
- Tracking number and last known scan status
- How many days since the last update
- A clear ask — replacement or refund — with a response deadline (7–10 days is reasonable)
Save everything. These messages are your documentation if you need to escalate.
Step 4: File a Carrier Claim
If the seller won't help, go to the carrier directly:
- USPS: Start with a Missing Mail search at usps.com/help/missing-mail.htm — you can do this before the official lost window. Full claims at usps.com/help/claims.htm
- UPS: ups.com/claims
- FedEx: fedex.com/en-us/customer-support/claims.html
- DHL: dhl.com/content/global/en/express/claims.html
You'll need the tracking number, ship date, origin and destination, and proof of value (receipt or invoice).
Step 5: File a Credit Card Chargeback or Platform Dispute
If the carrier investigation drags or comes back denied, escalate through payment protection:
Credit card chargeback — file an "item not received" dispute with your card issuer. You have up to 120 days from the expected delivery date. Your bank opens a dispute and issues provisional credit while investigating. This is usually your strongest option.
PayPal Buyer Protection — open a dispute in the Resolution Center within 180 days of payment. Note: if you paid with a credit card through PayPal and PayPal denies your dispute, you can often escalate to a credit card chargeback directly against the PayPal charge.
Platform protection — Amazon A-to-z Guarantee, AliExpress Buyer Protection, eBay Money Back Guarantee. Use these before their windows close — they're often shorter than your card's 120-day window.
Step 6: File a Shipping Insurance Claim
If you purchased third-party insurance (Shipsurance, Route), file as soon as the carrier confirms loss or you've passed their lost window.
What you'll need:
- Carrier's written confirmation of loss
- Original receipt or invoice
- Photos of packaging (for damage claims)
Investigation Timelines by Carrier
- UPS/FedEx domestic: 8–15 business days
- USPS domestic: 30–60 days
- USPS international: Up to 90 days
- DHL: 10–20 business days
Don't Wait Too Long
Every protection has a deadline. Credit card chargebacks: 120 days from expected delivery. PayPal: 180 days from payment. Carrier claims: typically 60–90 days from ship date.
If you're 30+ days past the last tracking update on an international shipment, start the process now. You can always stop if the package shows up — you can't get more time once the window closes.
Carrier policies and claim timelines change. Always verify current procedures on the carrier's official website before filing.