YMI Jeans is not responsible for orders that are delayed or lost in transit. Customers are 100% responsible for contacting the shipping carrier in case of missing packages. Once your order ships out from our facility it is in the hands of the shipping carrier to deliver your package. If you have purchased route, they will be able to further assit you. Click here! If you have chosen to opt out of route insurance, please contact the carrier directly. Call UPS: 1 (800) 742-5877 Call FedEx: 1 (800) 463-3339 Please have your tracking # ready when you call. If a package needs to be replaced, we will re-ship your order to either the same or new address. We will not issue a refund on your order, we can only re-ship it. This is after the customer contacts either FedEx or UPS about their package.