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What do I do if my order is lost?

Lost Package

If your delivery timeframe has passed or the tracking information shows delivered and you have not received your package, we will be happy to process a replacement or a refund.

Lost packages must be reported within 45 days of your order's ship date. If we are notified of a lost package after this timeframe, we will be unable to process your request.

  • Please note: Manufacturer Direct, Memorabilia and Collectable items must be reported within 30 days

If you are reporting a lost package, please ensure the following steps are taken prior to contacting customer service.

All Customers - Check the immediate area around your mailbox or front desk. Check with your neighbors, or anyone that may have signed for or picked up the package. Please also track your package online to see if there are any special instructions or updates listed.

UPS Mail Innovations customers - These shipments travel through multiple carriers. In rare cases, tracking for these packages can indicate that it's been delivered up to 3 days prior to its actual arrival. Because of this, we ask that you please allow an additional 2 business days for final delivery.

APO/FPO customers - Check your Military Base mailroom.

International customers - Check with your local postal office or customs office, as they may be holding the order for payment of customs fees.

If you are still unable to locate your package, then please Contact us! Please have your order number ready and a Fan Advocate will be happy to assist you!