If you believe that your order is missing or has been stolen, please check the tracking information first. Packages are occasionally mismarked as delivered during shipping—this is generally corrected by the carrier, but unfortunately not before our automated system sends out an order delivery notification email. Please reach out to the carrier to see if an error has occurred with the tracking on your order. If your order has been marked at delivered and has not arrived at your shipping address after 24 hours, please check with your neighbors. It is unfortunate, but sometimes orders are delivered to the wrong address.If you are unable to locate your order after 24 hours, please reach out to us at SayHello@EliteCooler.com. We will review your order and determine the best way to make the situation right. In the case of a stolen package, we will require that you file a police report for the missing package. Once we have received a copy of the police report we will place and ship a new order to replace it. We will require a signature upon delivery of the replacement, so please plan accordingly.