Fedex - Report a Missing or Lost Package
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.