Lost Package Policy

Short Summary

This article explains when The Stackhouse can review a package as lost in transit and what to send if you need help with a missing shipment.

Quick Answer

If tracking appears stalled or the package has not arrived after the carrier cutoff window, submit a reprint request with your order number, tracking details, and delivery address confirmation so support can review the next step.

Before You Submit a Lost Package Request

• Check the tracking link from your shipping email.
• Confirm the shipping address on the order.
• Check with household members, neighbors, the front desk, package room, mail room, or local carrier office if tracking says delivered.
• Save any carrier updates or delivery photos if available.

Lost-in-Transit Review Windows

The lost-order review window starts after the expected delivery date. If tracking has not resolved after the applicable window, support can review the shipment for next steps.

• Economy: 10 business days after the expected delivery date.
• Standard: 5 business days after the expected delivery date.
• Express: 2 business days after the expected delivery date.
• International: 15 business days after the expected delivery date.

What to Include

• Your order number.
• Tracking number or tracking link.
• The shipping address you expected the package to use.
• A short description of what the tracking shows or where the package appears stuck.
• Any carrier messages, delivery photos, claim numbers, or local post office/carrier notes if available.

What Happens Next

1. Support reviews the order, tracking, shipping method, and carrier status.
2. We may ask for more information, help with the carrier claim path, approve a covered reprint, or review another appropriate resolution.
3. If a reprint is approved, most replacements follow our current production timing, usually 3-5 business days for production, plus carrier transit unless support confirms a different plan.

Important Notes

• Packages marked delivered but not found are not automatically covered as free reprints. We can help review the carrier claim path and possible discounted reprint options.
• Incorrect shipping addresses entered at checkout are not usually covered as free reprints.
• If the package arrives but the print has a possible production defect or Stackhouse-applied order issue, report that issue within 14 days of delivery instead of using the lost-package cutoff window.
• International customs delays, unpaid duties, or abandoned packages may require a different review path.
• Shipping speed is separate from production time. Faster shipping does not shorten production time for a replacement.

Frequently Asked Questions

What if tracking says delivered but I cannot find the package?

Check the delivery area, household members, neighbors, package room, mail room, front desk, and carrier office first. If it is still missing, contact support with the order and tracking details.

Can you send a replacement right away?

Support needs to review the tracking status and cutoff window first. If a replacement is approved, the reprint still needs production time unless support confirms otherwise.

What if I entered the wrong address?

Customer-entered address mistakes are not usually covered as free reprints, but support can review whether a discounted reprint or carrier intercept path is available.

Related Articles

• Report a Print or Order Problem
• The Stackhouse Promise
• Damage During Shipping Policy
• How to Track Your Order
• Current Production Times

Need More Help?

If your package appears lost after the applicable cutoff window, submit a reprint request with your order number, tracking details, and delivery address confirmation.

For a general tracking question before the cutoff window has passed, submit a Help Center request.