Lost or Missing Package

Oh no! We're sorry you haven't been able to locate your package. If your tracking shows DELIVERED but you did not receive it, or your package has stopped moving in transit, don't worry — we'll help you start a delivery investigation.

Before submitting your request, please:

Check your front door, side/back entrance, mailbox, garage, mailroom, package locker, front desk, or any other safe delivery location.
Check with anyone in your household, building staff, and nearby neighbors who may have accepted the package for you.
Review the carrier's tracking page for a delivery photo or additional delivery details, if available.
Allow 2 business days after a "Delivered" scan. Carriers sometimes scan a package as delivered shortly before it is actually dropped off, and most packages turn up in this window.

How the investigation works on our side

We want you to have your order as much as you do, so here is exactly what happens once you submit this form, and why some steps take time.

Within 1 business day we review your request, pull up your order and label, and confirm what insurance coverage is on the shipment. You'll get an email from us confirming we have everything, or asking for anything that's missing (usually photos).
We file the claim for you with the carrier and/or the shipping insurer. You never have to deal with the carrier's claims desk. One thing we can't control: carriers and insurers set a minimum waiting period before a package can be declared lost, so a "delivered" or stalled package can sometimes only be filed a set number of days after it shipped. We file the very first day the window opens.
The investigation usually takes 8 to 15 business days, sometimes longer. The carrier traces the package through its network, checks the delivery scan, GPS and any photo, and may call or email you to confirm the details you gave us. Answering them quickly helps a lot.
The decision is made by the carrier or the insurance provider, not by us, which is why we can't promise an outcome in advance. The same day we hear back, you hear from us, with the result and what happens next.

Please keep any packaging if something arrived damaged or opened, since the carrier may ask to inspect it, and let us know right away if the package turns up in the meantime so we can close the case.

If you still cannot locate your package, please submit the information below so we can document the missing delivery and assist with the carrier/insurance investigation. It takes about 5 minutes.

Your request has been received. Thank you. We'll review the delivery information and email you at the address you entered within 1 business day. If you have photos (the delivery area, a carrier delivery photo that doesn't match your home, or any damaged packaging), please reply to that email with them. Questions in the meantime: call or text (951) 307-9477.

Your order Order number Starts with #, found in your order confirmation email. Full name (as it appears on the order) Email used at checkout All updates about this investigation are sent here. Phone number The carrier or insurer may call to confirm details. Shipping address exactly as you entered it on the order Include apartment, unit or suite number. This is what the carrier compares against. Was anything wrong or missing in that address (wrong unit number, old address, typo)? Tracking number Copy it from your shipping confirmation email. Leave blank if you can't find it and we'll look it up. Carrier What was in the package? List each item with color and size, e.g. "Sienna maxi dress, rust, size M". The carrier needs this to search for the package. Is the whole package missing, or only some items?

What tracking shows Current tracking status Date and time tracking shows it was delivered (if applicable) Where does tracking say it was left? Front door, mailbox, parcel locker, leasing office, "with individual", etc. Did the carrier provide a delivery photo? Type of delivery address Have you already contacted the carrier? Carrier case or reference number (if you have one) Do you have a security or doorbell camera that covers the delivery spot?

Anything else Anything else that could help the investigation Damage details, what the carrier told you, anything unusual about the delivery.

Photos: after you submit, reply to our confirmation email with photos of the delivery area, any damaged packaging (outside, inside, and the shipping label), and any carrier delivery photo or notice. Photos speed up the carrier's and insurer's decision.

Please confirm the following I have checked all possible delivery locations around my property/building. I have checked with household members, neighbors, front desk/building staff, or anyone who may have accepted the package. I confirm that although the carrier's tracking may show the package as delivered, I did not receive or take possession of this package or the items listed above. I agree to cooperate with the carrier and insurance investigation, which may include a phone call, a signed statement, or an inspection of the packaging, and I will notify Styled by ALX within 48 hours if the package is later located. Please type your full name below as confirmation that the information provided is accurate Today's date

Once submitted, Styled by ALX will review the delivery information and, when applicable, open a carrier and/or shipping insurance investigation. Additional documentation may be requested during the investigation. Please note that carrier and insurance investigations require processing time, and approval or reimbursement is determined by the carrier or insurance provider. We'll keep you updated by email throughout.

Prefer to talk to someone? Our customer service line is available 24/7 at (951) 307-9477, or email info@styledbyalx.com with "Lost package" and your order number in the subject.

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Before submitting your request, please:

How the investigation works on our side