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Missing or Stolen Package Claims

Brian Halstrom
Updated

Missing or Stolen Package Claims

Quick Summary

If your tracking shows "delivered" but you don't have your package, or if it's been days past the expected delivery date with no movement, we'll help you track it down or replace it. The faster you contact us, the faster we can resolve it.

Table of Contents

⏰ Important Time Limits

  • Marked delivered but missing: Report within 5 business days of the delivery date
  • Tracking stuck or no movement: Wait 3 business days past the expected delivery date before filing
  • Damaged in shipping: Report within 72 hours of delivery (see Defect Claims)

🔍 First Steps Before Filing a Claim

Before contacting us, please check the following — most "missing" packages turn up within 24–48 hours:

Check Around Your Property

  • Front porch, side door, back door, garage, or behind bushes
  • With neighbors who may have accepted it for you
  • Mailroom, leasing office, or front desk (apartments/condos)
  • Loading dock or shipping/receiving (commercial addresses)

Check the Tracking Detail

  • Look at the carrier's photo proof of delivery (FedEx and UPS provide this)
  • Check the GPS coordinates of the delivery scan if available
  • Verify the delivery address listed in tracking matches your address

Wait 24 Hours

Carriers occasionally scan packages as "delivered" before the actual delivery (especially at the end of a route). About 1 in 4 "missing" packages show up the next day.

📦 Tracking Says "Delivered" But Package Isn't There

Step 1: Contact the Carrier First

If your package is marked delivered but you don't have it, the carrier's investigation is required before we can ship a replacement:

  • FedEx: 1-800-463-3339 — request a delivery investigation
  • UPS: 1-800-742-5877 — request a "Lost or Damaged" claim
  • USPS: File a Missing Mail Search at usps.com/help/missing-mail.htm

The carrier will check the GPS coordinates of the delivery scan and contact the driver. This usually takes 1–3 business days.

Step 2: Contact Us

Once you've opened a carrier investigation (or after 24 hours of confirmed missing), contact our team:

  • Phone: 1-256-579-1039
  • Email: support@bowlersmart.com
  • Subject line: "Order #100XXXXXX — Missing Package"

Step 3: File a Police Report (if Stolen)

If your package was visibly stolen (e.g., security camera footage, witness, or empty packaging left behind), file a non-emergency police report. We may request the report number when processing your claim.

🚚 Tracking Hasn't Updated in Several Days

Sometimes tracking goes silent for a few days as a package moves between sorting facilities. This is usually normal, but here's when to act:

Normal Silence (No Action Needed Yet)

  • 1–2 days with no scans during transit (especially over weekends/holidays)
  • Package is at a sorting hub awaiting next-leg loading

Concerning Silence (Contact Us)

  • 3+ business days with no scans
  • Tracking shows "exception" or "delayed" without explanation
  • Package missed its scheduled delivery date by 3+ business days

Contact our team and we'll open a trace request with the carrier. If the package is determined lost, we'll ship a replacement free of charge.

🛡️ Purchased Order Shield? Mention it when you contact us — see our Order Shield guide for claim steps and coverage.

📝 How to File a Missing Package Claim

What We Need From You

  1. Order number (starts with 100)
  2. Tracking number
  3. Date the package was supposed to arrive
  4. Carrier confirmation/case number (if you've already contacted them)
  5. Description of what's missing
  6. Confirmation you've checked the locations listed above

For Stolen Packages, Also Provide

  • Photos of the delivery area (if available)
  • Security camera footage or screenshots (if available)
  • Police report number (if filed)

🔄 What Happens After You File

Standard Resolution Timeline

  1. Day 1: We confirm receipt of your claim and open a carrier investigation
  2. Days 2–5: Carrier investigates — checks scans, contacts driver, reviews delivery photo
  3. Days 5–7: Investigation closes; we receive the carrier's determination
  4. Day 7+: If the package is confirmed lost or undeliverable, we ship a free replacement

Possible Outcomes

  • Package located: Carrier delivers it to you (resolved, no further action)
  • Confirmed lost: We ship a replacement at no charge
  • Confirmed delivered correctly: If GPS and photo confirm delivery to your address, claim may be denied — we'd recommend a police report and homeowner's insurance claim
  • Out of stock: Refund issued or substitute offered

🛡️ Preventing Future Issues

Delivery Best Practices

  • Use a signature requirement for high-value orders (option at checkout)
  • Ship to a workplace if you're not home during business hours
  • Use FedEx Hold at Location or UPS Access Point for secure pickup
  • Set up delivery notifications through your carrier's app
  • Install a smart doorbell or camera for visual proof of delivery

BowlersMart Delivery Insurance

For high-value drilled balls and tournament equipment, ask about delivery insurance options at checkout for added protection.

Need Help?

📞 Customer Excellence Team

  • Phone: 1-256-579-1039
  • Hours: Monday–Friday, 8:30 AM – 5:30 PM EST
  • Email: support@bowlersmart.com

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