We
would recommend to you first check with your local USPS/ UPS office to identify
the issue. If you believe it is an incident of porch pirate, we can assist you
with processing the insurance claim. In cases of porch pirate or friendly neighborhood fraud (instances when tracking claims package is delivered, but buyer claims otherwise), we would require proof of theft to file an insurance claim. In absence of proof, a police report for theft will be mandatory to file a claim and to issue a refund. If the buyer fails to provide any proof or police report, Venba Fragrance will not be liable even if the buyer took Shipping protection.