What to do if you've had a package go missing?

What to do if you've had a package go missing?

While we want every package to make it to its intended recipient, there are times when this doesn't happen. This can be due to a multitude of reasons; lost in shipping, misplaced by a carrier, or moved by another person.

Luxer One will use our video footage to help determine what may have happened to the package, however, even with the best video possible, there are times when a package cannot be located.

The good news is that you can take the same steps regardless of why your package never made it to you.
  1. Contact the person who shipped you the item, and inform them that the package was not successfully delivered to you. 
    1. If you purchased from a company, they should have insurance on their shipments, and can either refund or replace the lost item.
    2. Sometimes packages are not sent by a seller, and so there is no one to reimburse or replace the lost item.
  2. Contact the carrier who attempted to make the delivery, and inform them that the package was not successfully delivered to you. 
    1. If the carrier cannot verify that you were in receipt of the package, then they should cover their liability.
    2. LUXER acts only as the link between you and such businesses. LUXER is not responsible for, nor does LUXER retain any ownership in, any packages ordered by you to be delivered to your Locker Bank or Package Room. 
  3. In the case of theft, you should file a police report.
    1. Luxer One will work with the local police department as they attempt to identify the individual responsible for any theft.  We will provide information directly to the responding police department upon their request.



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