Once the postal service receives your order at the final sorting facility, it is scanned in and sometimes accidentally marked as delivered. Please allow a few hours for the post man to deliver your order.If you still haven't received your order please contact the UPS Support Center.Once an order is shipped from our warehouse, the postal service (UPS) is liable for the delivery.SERENEDE does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.If you purchased Route Package Protection please visit the Route Resolve CenterIf you did not purchase Route Package Protection, and you believe your order was lost or stolen please file a claim directly with UPS. Please note this manual process takes several weeks. Once an official claim is filed by the customer, UPS will send us the official claim through the mail. This process takes up to 4 weeks.We will only issue store credit after UPS claims paperwork is received by our warehouse and verified. We can NOT control the timing of claims arriving at our warehouse.