We understand how frustrating it can be when a package goes missing, and we’ll always do our best to help you resolve the situation quickly.
If your tracking shows Delivered but you haven’t received your order, please:
Check around your property – Look in areas where the package may have been left (porch, side door, garage, mailbox).
Ask neighbors or building management – Sometimes packages are left with a neighbor or front desk for safekeeping.
Wait 24–48 hours – Occasionally, packages are marked as delivered a little early by the carrier and arrive soon after.
Contact the carrier directly – They can confirm the delivery location or start an investigation.
If your package is confirmed lost or stolen:
Contact us at [email protected] within 7 days of the marked delivery date.
Provide your order number, tracking number, and any relevant details.
While HEYSHAPE is not responsible for lost or stolen packages, we will help you file a claim with the carrier and, in some cases, may be able to offer a replacement or store credit.
To prevent package theft, we recommend choosing a delivery address where someone will be available to receive your order, or selecting a shipping method with signature confirmation.