What Happens if My Quilt is Lost in Return Transit?

I’ve avoided writing this for a long time. I don’t want to put bad ideas out into the universe and for some reason this feels like an invitation to disaster. But I also recognize that it feels good to have a road map should the unthinkable happen, so here we go.

As of the writing of this, we’ve had a handful of packages to worry about, but only two of them have thus far been lost forever. At this time, all of them have taken place through USPS, which is how we ship the bulk of our packages, so the USPS processes are what we will focus on at this time. It is also worth noting that the holidays are an especially busy time for USPS so keep that in mind when deciding whether or not to get worried.

When we print your label, our system generates an email to you with the tracking number. It might take us a day to get your package to the post office, but soon it will be scanned and you can start tracking it. If you are seeing regular scans there is no need to worry, it is making its way to you. If the scans stop or it feels like it has been an unusually long period of time it is likely time to act.

First, file a Help Request Form. This usually routes to your local post office who can look into it for you and potentially jolt something in the system for you. Don’t be afraid to call or stop in to your local branch as well. Some branches are more helpful than others, but they can usually at least let you know if they see any obvious issues. There might not be much they can do to help if the package has not yet arrived to them, but it’s always a good idea to be an advocate and try all the tricks in the book.

If there is still an issue in a day or two, submit a Missing Mail Search Request. You’ll get a confirmation email and updates along the way as things progress. In my limited experience, this does the trick. Usually, within a few days, the package is reconnected with the tracking system and starts heading your way again.

If the worst should happen and the package is never unearthed, then it is time to file an insurance claim. At TCQ we always have the standard $100 insurance on every package and you may have also purchased additional insurance on your package. You will need to file that claim so you receive that money. There are different timelines on when to file claims - Priority Mail has a shorter time period (15-60 days, I believe) than Ground Advantage (45 days to 1 year) so be sure to check with us or through the shipping confirmation you received for the service your package used. We will be able to help provide documentation and details in regards to the label purchased and package sent.

All of this information is gathered through the USPS website, phone calls from their representatives, as well as personal experience. Please know that these things may change at any time without our knowledge rendering some of the details inaccurate. Hopefully, the links and resources will keep us all on track should this situation arise.

It’s important to note that while we will do everything in our power to help move things along, that is often limited to guiding you as best as we can and making a few phone calls. Ultimately, it is your responsibility to follow up on the status, as well as file any claims and forms in a timely manner. TCQ does not provide refunds on our services or shipping due to return shipping issues. We are in your corner, though, we will do what we can when we can, and we always appreciate communication when things seem to be headed down the wrong track.

Thanks so much, and cheers to continued success in all our future mailing endeavors!