Once your order has been shipped, you will receive an e-mail notification containing the shipment tracking information. If your package gets lost or never gets delivered to you, please contact our customer support team at support@myvlove.com and we can assist you with the next steps for you to make a claim with the delivery service. Unfortunately we will not immediately ship out another product until claim has been made with delivery service to ensure we are compensated or if you file the claim yourself, you are compensated to pay for another order. Once the claim has been approved, we will happily ship out a new product. We are here to assist with this process all the way until you receive your V-Love products.