If you are not able to locate the package on your property when your tracking number shows that your package was delivered, we are eager to help. Before reaching out to us though, please review the list below for helpful tips:- Check the tracking number to confirm that the package was delivered to your address and not to a nearby Access Point.- If you live in a house, check around your property thoroughly. Couriers will occasionally leave items in a discreet area to minimize the risk of package theft. It is often also helpful to check with neighbors.- If you live in a building with a concierge/mail room, check to see if your package is there.If you are still unable to locate the package after completing the above checks, please reach out to shop@ponycycle.com noting that after completing these checks, you are still unable to locate the package. Please be sure to include your order number of the shipment that is missing. Our Customer Care Specialists will help you get your order!Please reach out to us within 30 days of the item being marked delivered. While we are happy to assist with all loss claims, regardless of when they were filed, we cannot guarantee refunds or replacements for claims filed more than 30 days after the package was marked delivered.