Lost Package? How to Find It or Get Your Money Back

A parcel is rarely truly lost. Most "lost" parcels are waiting at a hub, stuck in customs or delivered somewhere unexpected. When one really is gone, the fastest route to a refund or replacement is through the seller.

Short answer

First confirm it is lost: check the full scan history and compare the time since the last scan with the usual transit time for the route. Then contact the seller with the tracking number and last scan; they can open a carrier claim and send a replacement or refund. If the seller does not help, use the marketplace's buyer protection or a payment dispute before its deadline.

Is it really lost?

  • Domestic parcel with no scan for more than 5 business days.
  • International parcel with no scan for more than 3 weeks, or well beyond the usual transit time for the carrier (see www.24htrack.com/carrier-statistics).
  • Status stuck on "Label Created" for more than a week, which usually means it was never shipped.

Who to contact

  • Buyers: the seller first. They bought the shipping and can claim from the carrier.
  • Senders: the carrier, using its claim form, with proof of value and the receipt.
  • Marketplaces: Amazon A-to-z Guarantee, eBay Money Back Guarantee, and similar programs on Etsy, Temu, Shein and AliExpress.
  • Payments: PayPal Buyer Protection or a card dispute if the seller does not respond.

Prevent it next time

Sellers who ship regularly can save every number in 24hTrack, where shipments are checked automatically and parcels that stop moving are easy to spot, instead of finding out from an unhappy customer.

Frequently Asked Questions

When is a package considered lost?

Carriers usually treat a parcel as lost after no scans for several days domestically or several weeks internationally. The exact threshold for filing a claim is set by each carrier.

Should I contact the carrier or the seller about a lost package?

If you are the buyer, contact the seller. The seller is the carrier's customer and can file the claim and refund or replace your order.

How to track any package · Delivered but not received · Tracking not updating · Tracking number formats · Tracking status meanings · Track packages from China · Package held at customs · Bulk package tracking · Tracking in Google Sheets · Package tracking API · Carrier statistics · 24hTrack vs 17Track