Missing or Lost Package

We understand how frustrating it can be when a package goes missing. We'll always do our best to help you resolve the situation quickly.

If Tracking Shows "Delivered" But You Haven't Received Your Order

Check around your property Look in areas where the package may have been left—porch, side door, garage, mailbox, or any sheltered spot.

Ask neighbors or building management Sometimes carriers leave packages with a neighbor or at the front desk for safekeeping.

Wait 24–48 hours Occasionally, packages are marked as delivered slightly early and arrive soon after.

Contact the carrier directly They can confirm the exact delivery location or open an investigation on your behalf.

If Your Package Is Confirmed Lost or Stolen

Contact us at support@shapeone.com within 7 days of the marked delivery date. Please include:

• Your order number
• Your tracking number
• Any relevant details about the situation

While ShapeOne is not responsible for lost or stolen packages once they've been marked as delivered, we will help you file a claim with the carrier. In some cases, we may be able to offer a replacement or store credit.

How to Prevent Package Theft

To reduce the risk of theft, we recommend:

• Choosing a delivery address where someone will be available to receive your order
• Selecting a shipping method with signature confirmation if available