If you did not purchase Route Package Protection, we are not responsible for lost or stolen packages, or any packages that are held in customs. If you feel this has happened to you, we recommend tracking your item and then reaching out to your local USPS directly. Unfortunately, once an order has been left our warehouse, we are unable to control its whereabouts.We recommend using Route Package Protection, which can be added to your order at checkout. Route provides protection for shipments that are lost or stolen. Visit RouteApp.IO to learn more.