What happens if my package is lost or stolenUpdated 10 months ago

Swolverine provides customers with the option to track packages. If your tracking information states that your package(s) was “delivered” but you have not received it, first double-check the area where the carrier would have left it. Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in case they received it on your behalf. The package may also have been left with property managers. If you are unable to locate your package, we taking the following steps:

Wait 36 hours—packages can show as delivered while still in transit.Verify the shipping address. Please reference your order confirmation to double check that the mailing address that was provided to us at the time of your order has no discrepancies, typos, or insufficient address information.Look for a notice of attempted delivery. You can verify this through your tracking history where you can view your delivery information, tracking history, and proof of delivery.Look around the delivery location. Check around the entrances of your residence for the package: particularly on back porches, in bushes, garages, grills, or other places that might protect your package from theft or weather. Note that delivery drivers may also use plastic bags to protect your package from the weather.If you live in an apartment complex, please contact your rental office to see if they are holding your package there. Some packages won’t fit in your mailbox so carriers will often leave packages at a manager’s office for safekeeping.See if someone else accepted delivery. Check with any family members, roommates, or neighbors who may have received the package for you without your knowing.Still no luck? Contact the postal carrier with your Tracking Number. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact the carrier who delivered your parcel according to your tracking link in order to investigate the issue and to ask if they can assist you further. Sometimes they have more information than what we can see online. They may even have your package on hold for you and if not, they can be very helpful in finding missing packages within the postal system due to theft/fraud/misdelivery.

The customer accepts full responsibility to file any claim(s) with carrier for damaged, stolen and/or lost shipments. If your order is 48 hours passed the expected delivery date, please contact your local mail carrier and post office to file a claim.

We cannot be held accountable for packages where tracking information that states the package has been delivered to your order address. Please note that we are unable to provide refunds or replacements for missing packages where an incorrect shipping address was provided to us. We are not responsible for packages that are stolen from your doorstep that were delivered by the carrier. Once you file a missing package claim with the shipping carrier and contact us with the claim number, we will do our best to assist you, but Swolverine cannot be held responsible or liable for lost or stolen packages that have delivery confirmation to the address that was provided. 

If you have any questions, please contact us at [email protected]. Our customer team will answer as soon as possible (please note that emails sent on Friday and over the weekend will be addressed on Monday).