What to Do If Your Package Is Lost (Step-by-Step Guide)

The complete guide for USPS, UPS, FedEx, DHL & online orders

Every year, millions of parcels are delayed, misrouted, or declared lost. Whether you're an eCommerce seller or a customer waiting for an important delivery, a missing package can quickly turn into a stressful situation.

The good news? Most “lost” packages can be recovered—if you take the right actions quickly.

This guide explains exactly what to do if your package is lost, how to navigate carrier claims, and how to prevent shipping issues in the future.

Quick Answer: What to Do First

If your package appears lost, follow these first three steps:

1.Check the tracking details → Look for the last scan, exceptions, or incorrect delivery notes.

2.Contact the carrier → USPS, UPS, FedEx, and DHL all have specific lost-package investigation processes.

3.File a claim or request a refund → If insured or purchased through a marketplace (Amazon, eBay), compensation is often guaranteed.

Table: Official Carrier Claim Timelines (2026 Updated)

Most packages aren't truly lost—they are delayed, incorrectly scanned, or delivered to the wrong spot. Taking fast action increases the chance of recovery.

Confirm Whether Your Package Is Actually Lost

Before assuming the worst, check whether your package is:

•Delayed (“In transit, arriving late”)

•Mis-scanned (marked delivered too early)

•Held at a facility

•Stuck in customs

•Out for delivery for multiple days

A package is typically considered “lost” only when:

•Tracking has no updates for several days

•The carrier confirms they cannot locate the parcel

•The package missed multiple routing scans

Important:
USPS, UPS, and FedEx all have official definitions of a “lost package,” which we address below.

Check the Tracking Details Carefully

Tracking updates contain important clues:

Look for these signals:

•“No access to delivery location” → redelivery attempt

•“Exception” → damaged, misrouted, or held

•“Delivered” with no photo → possible mis-scan

•“Arrived at facility” with no departure scan → stuck in sorting

•Tracking frozen for 72+ hours → potential loss

If the tracking information seems inconsistent, skip ahead to contacting the carrier.

Contact the Carrier (USPS / UPS / FedEx / DHL)

Each carrier handles lost packages differently. Follow the correct process so you don't lose time.

USPS Lost Package Process

When to contact USPS:
Tracking has not updated for 24–48 hours, or the package is past the expected delivery date.

Step-by-Step

1.Submit a Missing Mail Search

2.Contact your local post office to verify delivery attempts

3.File a USPS Claim (if insured or Priority Mail)
Required: proof of value + tracking number

USPS considers a package lost after:
7–30 business days, depending on service type.

UPS Lost Package Process

UPS investigations begin immediately after a missing package report.

Steps to take

1.Check the “Proof of Delivery” photo (if available)

2.Contact UPS to start a Lost Package Investigation

3.UPS checks:

last scan

local delivery driver

facility routing

4.If not found → submit a claim

UPS declares a package lost after:
 24 hours + 7 business days of investigation

FedEx Lost Package Process

Steps to take

1.Start with the FedEx customer support line or online form

2.FedEx investigates: sorting centers, driver logs, depot scans

3.If not found → file a FedEx Claim

FedEx considers a package lost after:
 7 days without updates

DHL Lost Package Steps

1.Contact DHL Express or eCommerce support

2.Provide customs documents if applicable

3.File a loss claim with value proof

DHL typically declares a package lost after:
10 days without movement

For Online Orders: Contact the Seller or Marketplace

Sometimes the marketplace—not the carrier—is responsible for refunding you.

1.Amazon Orders (A-to-Z Guarantee)

Amazon will:

•Replace the item, or

•Issue a full refund

⭐ Even if the carrier loses it.

If the package says Delivered but Not Received, Amazon requires:

•Confirmation of the shipping address

•Check delivery photo

•Check neighbors/front desk

2.eBay Orders

You are protected by eBay Money Back Guarantee.

If tracking shows no delivery:

•Seller must refund

•Or eBay refunds on your behalf

3.Shopify / Independent Stores

Contact the store directly. Most will:

•Replace the order

•Refund

•Start a carrier investigation

Sellers may ask for:

•Delivery address confirmation

•Porch photo

•Any carrier updates

How to File a Lost Package Claim

You will need the following documentation:

 Important: Only the sender can file a claim with UPS, USPS, or FedEx in most cases.

What to Do If the Package Says “Delivered” But You Did Not Receive It

This situation has become extremely common.

Try these steps first:

•Check around your porch, garage, or mailbox

•Ask neighbors

•Look for Amazon/UPS delivery photos

•Check if it was delivered to a parcel locker

•Wait 24 hours → mis-scans happen

If still missing:

•Contact carrier → file investigation

•Notify seller/marketplace

•If theft suspected → file a police report

When Carriers Officially Declare a Package Lost

How to Prevent Lost Packages in the Future

Many “lost packages” are simply unscannable, smudged, or misaligned labels.

Here's how to avoid issues:

•Use high-resolution thermal labels

•Ensure barcodes are crisp and not cut off

•Avoid label scaling—always use “Actual Size”

•Use the correct label size (4×6 recommended)

•Avoid handwritten labels

•Strengthen packaging for long-distance transport

•Enable delivery notifications

Why Clear Shipping Labels Reduce Lost Packages (HPRT Insight)

Did you know that nearly one-third of "lost" packages aren't actually lost? They are simply unidentifiable. 

Logistics automated sorters rely on high-contrast barcodes. If a label is:

l Faded (Inkjet issues)

l Smudged (Water damage)

l Low Resolution (Wrong printer settings)

...the robotic scanner cannot read it. The package is then tossed into a "manual sort" bin, delaying it by days or weeks, or sent to a "Dead Mail" center.

HPRT Insight: The Thermal Advantage

This is why professional shippers switch to HPRT Label Printers. Unlike standard inkjet printers, thermal printers produce crisp, high-DPI shipping labels.

HPRT thermal label printers provide:

•High-density prints for perfect barcode scanning

•Industrial-grade sensors for accurate alignment

•Automatic label recognition

•Support for 4×6, 4×8, and custom sizes

•Fast, reliable output for eCommerce sellers

If you want fewer missing packages, fewer returned parcels, and smoother logistics, a professional thermal printer is essential.

Explore HPRT 4-inch shipping label printers

FAQ – Lost Package Troubleshooting

Q1: How do I know if my package is truly lost?

If tracking hasn't updated for several days or the carrier confirms they can't locate it, it may be lost.

Q2: Who is responsible for a lost package—the sender or the carrier?

Typically the sender, unless purchased through marketplaces like Amazon which protect buyers directly.

Q3: Can I get a refund for a lost package?

Yes. Either the carrier (if insured) or the seller/marketplace will refund you.

Q4: What if tracking hasn't updated for a week?

Contact the carrier immediately. Lost-package investigations can take several days.

Q5: What if UPS/USPS/FedEx marked my package delivered but I didn't receive it?

Wait 24 hours → mis-scans happen. Then file an investigation.

Q6: Can a package still be found after weeks?

Yes—misrouted packages often reappear after being sorted manually.

Q7: Does insurance cover lost packages?

If you purchased shipping insurance or used Priority services, you may qualify for reimbursement.