If you do not receive your package and the tracking information shows that the package has been delivered you must notify us within twenty-one days of the marked delivery date so that we can initiate a lost package tracer with the shipping carrier you have originally selected. Replacement products will not be sent until the shipping carrier completes the tracer request and grants permission for replacement product to be shipped. DHL typically requires up to eight business days from the time the claim is started. USPS can require from five to ninety business days, and this may vary depending on your country/destination. Please note that this is the policy of the shipping carriers and not of TrendNRoll. We do not guarantee that any packages will be credited by the shipping carrier until this process is complete. Refunds and/or replacements will not be given unless the carrier approves your lost package claim. Please note: Our Direct Line Carriers have the lowest rate of losing package during the delivery (2% Rate).