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Missing Package

My Package is Missing; Is it Lost or Stolen?

If an order is being reported as anything other than delivered for an unreasonable amount of time, we can safely conclude that the item is lost. For example, you purchased standard shipping and it's been over a week in-transit.

If a scan was missed, the package was misplaced, or simply did not ship, it is unlikely that the status will change to delivered. At this point, we can step in to help give the best next steps!

What if the order is being reported as delivered but is nowhere to be found? 

If you live in an apartment complex, you might have:

  • a mail hub where the mailman delivers all mail
  • a single-family home where the order may have been placed on the front step
  • the mailman delivered the item to the wrong house.

Depending on the situation, you may need to file a police report with your local police department. (See a list of non-emergency police contacts here).

Our Customer Service team looks at these order issues on a case-by-case basis and determines the best course of action to get your items refunded.

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felon

How to File a Police Report

We fully understand that our current political climate and the presence of COVID-19 can make this process stressful, so if requested, we encourage you to call your local police station in order to make the report.

Police reports can be made over the phone, in-person, and, in some cases, online. Most of our customers are able to complete this report within 10-15 minutes with their local police department.

Below are some simple steps to help you get started:

  1. Research your local police station (a quick Google search usually does the trick!)
  2. Call the station's main non-emergency phone number
  3. Let the station know you need to file a report on a stolen package for the company protecting your package
  4. Ask if you can do it online, over the phone, or need to go in person. Every precinct is different!
  5. File the report. Common details required include:
    • Name of Retailer
    • Date of Order
    • Date of Delivery
    • Name of Carrier
    • Where the Package was Left
    • Package Value
  6. Be sure to include the reference/case number in your issue when filing. If you've already been conversing with a Plant Addicts team member , you can also send them the reference/case number or a copy of the full report.