How 6 Big Companies Handle Stolen Packages

Sep 1, 2021

If you’re reading this, it’s too late. Your package has been stolen, and you have no idea where it is now. Annoying, isn’t it? You had plans today, and they didn’t involve the hassle of dealing with a missing package.

You wish it hadn’t happened almost as much as you dread picking up the phone and starting the process to get a replacement shipped. We understand how frustrating and inconvenient this whole process is, especially if you already have a busy schedule.

If you’re dealing with a stolen package, here’s what you can expect when dealing with the major shipping and e-commerce companies, and what you can do in terms of package theft protection to prevent it from happening again.

Delivery Companies

USPS delivery truck driving down a street with buildings on both sides and pedestrians walking on the sidewalk. Image Source

If you’re waiting for an important delivery and it doesn’t arrive on time, your first instinct may be to call the delivery company. You’ll need your tracking information and some patience while you wait to speak to a customer service rep.

Unfortunately, if your package has been stolen, there isn’t always a lot the shipping company can do for you. It’s still an important step though, because you’ll often need confirmation that your package was delivered before you can file a claim with the vendor.

Missing package claims can also be filed online through the following sites:

If your package was shipped via UPS, they recommend you contact the seller directly to initiate the trace process.


Once you’ve determined that your package has been stolen, you can contact the original vendor. How they handle stolen package boxes depends on each company. Let’s take a look at the individual company policies to give you a better look at what goes on within their processes.


Amazon has an A to Z Guarantee that says your shipment is guaranteed door-to-door. This includes purchases through third-party vendors on Amazon’s site. If you did purchase from a third party, start by contacting them to request a replacement. If you can’t get the issue resolved with them, you can file a claim directly through Amazon, and they’ll take care of it — either through a replacement or refund.


Since eBay is a diverse network of sellers, you’ll need to file a claim to each seller you purchased from. The good news is that eBay has a money-back guarantee that includes set timelines in which the seller has to respond to you and either provide a refund or replacement.


While Etsy is a big platform, many of its vendors are actually quite small with limited inventory. This might be where you’ll need to do the most work to get a missing package replaced.

If your package was delivered but you did not receive it, Etsy recommends a few steps for resolution, including checking with neighbors to make sure the package wasn’t misdelivered, filing a claim with your local post office and working with the seller to reach a resolution.

What Not to Do

 A man wearing a tan blazer with a black zip-up underneath is yelling into a white telephone with his glasses sitting next to him on the table. Image Source

In simple terms — don’t be a jerk.

In most of the cases above, you’re going to have to speak to the vendor and try to resolve your issue. Even if you speak to a big company like Amazon, you’re still dealing with a customer service rep who wants to be helpful, but ultimately isn’t responsible for your package being stolen. Everyone wants you to be happy with your experience, but they’re also taking a financial hit for the stolen package.

Before you contact anyone, make sure you have all your details straight and on hand. You’ll need:

  • Order number
  • Shipping tracking number
  • Delivery confirmation
  • Any proof you might have — like camera footage — that your package was stolen

If you come prepared, your claim will go much more smoothly, and you’ll save yourself some time.

Skip the Customer Service Hassle

How many minutes or hours have you spent on hold so far, trying to get your missing package resolved? How many different 1-800 numbers have you had to call? Does the very idea of generic music while you sit on hold make you itchy?

The problem with filing a stolen package claim is it takes time. Time to find the right place to file your claim in the first place, time for customer service to look into the problem and even more time for your refund to be processed or your replacement to be shipped.

The easiest way to avoid the customer service hassle is to prevent your package from being stolen in the first place. The important thing is to be proactive.

Technology like a doorbell cam is popular, but it only tells you that your package was delivered and then stolen. It doesn’t do anything to actually prevent porch pirates from taking what doesn’t belong to them.

Protect Your Package

Image of the entrance of a home on the left, featuring double-doors in cream, and the side of the home on the right, with a Package Protector Pro installed.

There are lots of proactive ways to protect your package from theft. You can set a delivery time for when you’ll be home or leave instructions for the driver to hide the package on the back porch. Maybe even ship it to your office or to a neighbor who might be home and can safely store it until you can grab it.

None of these are totally foolproof though, and some can be flat-out inconvenient for both you and others. What you want is for your package box to be at your house, safe and ready for you to collect when you get home.

The Package Protector is a secure locker that keeps your package where you want it to be. It’s easy to use for delivery drivers and tough enough to keep determined package thieves out.

Choose from the wall-mounted Package Protector PRO that can be installed into your home’s exterior or the pedestal-mounted Package Protector PORT to set up a locker anywhere on your property.

Ready for some peace of mind? Contact us for more details.