Help CenterThere are 2 possibilities:
1) When you track your package, the carrier shows that the package has not been delivered. Sometimes they will find the package in their system and deliver it late. Sometimes the carrier will declare the package lost after a certain period. Sometimes the carrier will declare your package damaged or destroyed. The shipping charges you pay for packages valued over $100.00 include insurance for lost or damaged goods, so if your carrier does not show your package as delivered, or if your goods inside your package are damaged, we can help.
2) When you track your package, the carrier shows that the package has been delivered. If the carrier says the package is delivered but you have searched high and low, checked with your neighbors, and looked in every possible location, you may assume that the package has been stolen.
Contact the police, report the thief, and request a police report.
Contact your credit card company to see what kind of insurance protection they offer. Many cards have buyer protection plans that cover stolen packages.
Neither Otto Frei, nor the carrier, is responsible for theft. We can offer you our apologies for being a victim of a crime, but we will not credit your purchase or send out a replacement order at no charge. The shipping charges you pay for packages covers you from lost or damaged goods valued over $100.00 but does not cover loss from theft. However, you may have coverage for theft from your home insurance or from your credit card.