Sometimes UPS's tracking seems to get held up at certain locations. If your order seems to be held up, these are the steps you should take to find out if there is a problem, or if the tracking system just has not updated correctly.

  • 1. Get Updates
    The first thing you should do, is sign up to receive updates on the movement of your order. Sometimes just doing this will cause the system to update and show movement of the package. 

    To start getting updates you need your tracking code link. You can find this link in your shipping notifications email or from the order details page in your account. You can access the order details page by going to the Orders page in your account and clicking on the order in question.

    Once you've located the tracking link, click on it to see the carrier's tracking page, or navigate to the UPS Tracking Page and copy and paste your tracking number there to see the current shipping details for your order. There, underneath the View Details link, you can click on the Get Updates button to open a form where you can select how you would like the updates to be sent. Once you've completed the form click on the Done button to begin receiving movement notifications.


  • 2. Determine if Your Order Has Been Handed Off to USPS 
    If your order has been shipped as UPS SurePost, UPS may deliver your order to your local Post Office for final delivery. You can see if your order has been delivered to the Post Office by clicking on your tracking number link, and viewing the shipping details provided on the UPS tracking page. If it has been handed off to the Post Office for final delivery, it may take an additional day before the order is delivered. 

  • 3. Submit a Claim
    If you have determined that you do not have a SurePost order and it’s been days since your order has been scanned, or if the tracking says the order has been delivered but you can't find it, you may need to file a claim with UPS. Filing a claim will start a deeper investigation into where your order is.

    File a Shipping Claim Form


    4. Submit a Missing Mail Search Request 
    If after 2 weeks (14 days) from when you submitted your Claim Form, your package has not arrived, we will need to contact UPS for more information. Although this step is rarely needed, unfortunately it is necessary on occasion. Please be aware that we are not able to contact UPS for more information until it has been at least 2 weeks (14 days) since your UPS package has moved. We are not able to issue a replacement order until a package has been declared "lost". 

    Submit Missing UPS Package Form