What do I do if my order is Lost in Transit?

Lost Packages

At ergoPouch, we strive to ensure every order arrives in perfect condition. If your order is lost in transit, please reach out to [email protected], and we will assist you in investigating the issue with the courier.

To help us resolve the issue, please provide:

Your full name
Your ergoPouch order number or receipt
Your confirmed shipping address

Marked as Delivered but Not Received

If your tracking shows that the package was marked as delivered but you haven’t received it, please check the following:

Ensure no one else at your address has accepted the package (e.g., family members or neighbors).
Verify that the delivery address is correct.
If no one was home at the time of delivery, the courier may have left the package in a safe location. Check around your property for the package, or ask neighbors if they’ve taken it in for safekeeping.

If you're still unable to find the package, please contact the courier directly for further assistance.

Shipping Protection

Route Shipping Protection is automatically added to your order at checkout. If you choose to opt out, ergoPouch will not be responsible for any lost, damaged, or stolen packages.

What is Route and why do you recommend this?

Route Shipping Protection is a service designed to safeguard your order against loss, damage, or theft during transit. We recommend opting in for added peace of mind.

Lost Orders

An item is considered lost if it has not been reported as delivered. You may file a claim if enough time has passed since the expected delivery date:

For domestic orders, claims can be filed no earlier than 7 calendar days and no later than 30 calendar days from the last tracking update.
For international orders, claims can be filed no earlier than 20 calendar days and no later than 30 calendar days from the last tracking update.

What do I do if my order is Lost in Transit?Updated 3 months ago