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My Order Says Delivered, but It’s Not Here! 📦

What to Do If Your Package Is Marked as Delivered but Missing We understand how frustrating it can be when your order says delivered but you can’t find it. Don’t worry—we’re here to help! Here’s what to do next:

Step 1: Check the Delivery Photo (If Available) 📸

  • For FedEx deliveries, a photo of the delivery location is often included in your tracking details. You can view this photo by clicking your tracking link in your account or in your tracking emails.

  • Check the delivery location shown in the photo carefully to see if your package was left there.

If you don’t see a photo or can’t find your package where it was delivered, move on to the next step.

Step 2: Start a Lost Package Investigation

For FedEx:

  • You can file a trace search directly with FedEx by calling 1-800-463-3339 or using their website. You will need your tracking number handy to file the trace. 

  • FedEx will provide you with a case number.

  • Please email us at support@starpilwax.com with your FedEx case number, order number and best contact number for you. 

  • We will work closely with FedEx while they investigate your missing package.

For UPS:

  • UPS requires the shipper (us) to initiate the lost package investigation.

  • You wlll need to email us at support@starpilwax.com with your order number and sharing details regarding the lost package.

  • We will open a trace with UPS on your behalf.

     

Step 3: Wait for the Investigation Outcome ⏳

  • Both FedEx and UPS investigations can take up to 3 business days as they thoroughly check tracking records and delivery details. We unfortunately have no control over this process.

  • Sometimes, packages marked as delivered can still arrive within 24 hours due to scanning delays.

  • If your package arrives during the investigation, please notify us immediately.

We’re Here to Help!

Our goal is to make sure you receive your order as quickly and smoothly as possible. If you have any questions or need assistance during this process, please reach out.

📩 Email us anytime at support@starpilwax.com — we’re happy to help!