What should I do if my retailer's order was lost in transit?

An order may be considered lost if there hasn’t been tracking updates or carrier scans for a few weeks after shipment. If your retailer contacts you about a lost shipment, here are next steps you can take:

1. Go to your Orders page and select the order.
2. Copy the tracking link from the Shipping method section and track the package using the carrier's website:
   1. Look out for recent tracking scans, review for notes of transit delays due to weather, customs, or carrier issues.
   2. Confirm the estimated delivery date and check if there are any carrier delay notifications, rescheduled deliveries, or pick up requests.
3. If the tracking doesn’t show any delay notifications, or if there haven’t been any scans on the shipment after a few weeks in transit:
   1. Inform the retailer that they can report the order as missing through their account.
   2. If the retailer is having issues with reporting the order due to the order not being in a delivered status, reach out and we’ll connect you to a support specialist.
4. Once the retailer files the missing report, they will choose from one of the following options:
   1. Request a replacement: If the retailer wants a reshipment, they must request a replacement through the missing item report.
      1. You won’t receive a payout for the original items that are reported. You will get paid upon shipment for reshipped replacements.
   2. Cancel the items: If the retailer chooses to cancel, their invoice will be adjusted and you will not receive a payout for the reported items.
5. Check your insurance coverage on the order:
   1. You may be eligible to file an insurance claim with the shipping carrier. For details on coverage and the claims process, visit Shipping insurance.
   2. If you shipped the order through Ship with Faire, and your retailer filed a report on the order, let us know and we’ll connect you to a support specialist to assist with applying the default insurance coverage if the order is eligible.