Please note, if you have selected the option to purchase Route package insurance at checkout, please utilize the Route service as they will be able to promptly assist you. At this time, we ask you to contact UPS with your tracking number for more information. We are not responsible for lost/stolen packages. If your tracking information shows that your order was delivered but you did NOT receive it, please file a claim with the shipping carrier.For customers whose packages are lost in transit, please reach out to info@kappa-usa.com with your order number. Our team may be able to replace your package or provide you with store credit.