STEP #1 Use your tracking # to ensure your package is not delayed or misplaced. Oftentimes packages are placed in a new location or even delivered to a neighbor... it happens. Please check all entrances to your home or apartment, check with the front desk of your building, and check with neighbors. STEP #2 - File a Police Report by Calling or Online If your package did not arrive, we require you to file a police report before working with you on refunding or replacing your order. Filing a report will let the police know that package theft is a problem in your area, making it more likely that the police can catch the current offender and prevent future theft. Find the non-emergency number for your local police department. Of course, the exact number will vary depending on where you live, but you should be able to find it quickly enough through a simple Google search. Many police departments provide ways to file a police report online conveniently. The individual URL will again vary depending on your location, a Google search of your town/city plus “online police report” will turn up the place to report your stolen package. Select the type of crime that has occurred and provide details, including all information about the theft, and stick to the facts, as filing a false report is a crime. STEP #3 Provide a copy of your police report to support@smartcrutch-usa.com, and we will proceed with the next steps on your refund or replacement