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Step-by-Step Guide:1. Confirm the Delivery Status2. Check with Neighbors and Around Your Property3. Gather Necessary Information4. Contact FedEx5. File a ClaimWhat to Do After ReportingNotify SanteviaReplacement or Refund
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Missing or Lost Packages

Fedex - Report a Missing or Lost Package

Edited

If you've ordered a product from Santevia and your package is missing, we're here to help. Follow these steps to quickly expedite a resolution to this problem.

Step-by-Step Guide:

1. Confirm the Delivery Status

  • Check the tracking information for your package on the FedEx website or app.

  • Ensure that the delivery status shows as "Delivered." Sometimes packages might be marked as delivered up to 24 hours before arrival.

2. Check with Neighbors and Around Your Property

  • Look around your property for any delivery attempts, check with your neighbours, or see if the package was left in an unexpected place.

  • Verify with building management or the front desk if you live in an apartment or condo.

3. Gather Necessary Information

  • Your tracking number (found in your shipment confirmation email).

  • Your delivery address.

  • Description of the package (e.g., size, weight, contents).

  • Any specific delivery instructions provided to FedEx.

4. Contact FedEx

  • Is the shipment lost and not showing as "Delivered"?

    • Call FedEx Customer Service at 1-800-Go-FedEx.

  • The shipment shows "Delivered"; however, are you unable to locate it?

    • On the Fedex tracking page for your shipment, select "Report Missing Package" and follow the instructions.

5. File a Claim

  • If FedEx cannot locate your package, you may need to file a claim.

  • Provide all necessary information: tracking number, delivery address, package description, and any relevant details.

  • Keep a record of your claim number and any correspondence with FedEx.

What to Do After Reporting

Notify Santevia

  • Once you’ve reported the missing package to FedEx, inform our Customer Experience Team that you have reported the missing or lost package.

    Email: help@santevia.com
    Phone: 1-866-943-9220
    Live Chat: Available on our website during business hours (8am - 4pm PST).

  • Please remember to provide us with your order number, tracking number, and Fedex Claim number.

Replacement or Refund

  • Our Customer Experience team will review your case and work with you to provide a replacement product or process a refund.

We understand the frustration of a missing package and are committed to resolving the issue as quickly as possible. Thank you for your patience and understanding.