How do I open an investigation?

When your bag has stopped actively tracking with the carrier, we recommend following these steps to get it back on track. As long as your label was securely attached to the outside of your shipment and your copy label was placed inside, our carriers should have no trouble helping you out:

1

Track and view details: Look for things like weather delay, mechanical failure, damage, address correction, or an updated delivery date. These things may indicate that your package is delayed, but is still on its way!

2

Contact Carrier Support and ask them for an update: They have access to details that are not available via tracking and can take corrective action to get your luggage tracking again.

3

Ask Carrier Support to "start an investigation" which is a formal search of their facilities to find a missing package.  This option is generally available if the shipment has not tracked for more than 48 hours and is past the expected delivery date. To do this right, you will need to provide them with a detailed description of your bag and its contents. For example: Women's Reebok Polo Shirt, New, Pink, Size M

4

If you start an investigation, it can take up to 8 business days for the carrier to reach a resolution and they will contact you directly when a resolution is reached.

5

If Carrier Support will not start an investigation, you may need to call back the next day to do so.

In the rare chance that a carrier conducts an investigation and is unable to locate your luggage, you may be eligible to file a claim.