My order didn't arrive
Last updated August 16, 2025
Missed Delivery Attempts
If the carrier tried to deliver your package but you weren’t available:
- We can reship the item for free once it’s returned to us.
- You must contact us within 14 days to arrange the reshipment.
- After 14 days, you’ll need to repurchase the item at your own cost.
Order Marked as Delivered but Not Received
If tracking shows your package was delivered, but you haven’t received it:
- Double-check the shipping address on your order.
- Ask neighbors or household members if they accepted the package on your behalf.
- Inspect your mailbox or delivery area.
If you still can’t locate it, we may be able to offer a one complimentary re-shipment determined on a case-by-case basis. If that also fails, the cost of any additional attempts will be your responsibility. Claims must be made within 14 days of the marked delivery date.
Lost in Transit
If your package appears to be lost in transit (for example, tracking hasn’t updated for an extended period):
- First, contact the courier directly to confirm the package’s status.
- If the courier confirms that the shipment is officially lost, share this confirmation with PerkUp Support.
- Once verified, we’ll process a reorder and ship a replacement at no cost to you.
Missing Items in a Delivery
If an order arrives incomplete, we’ll gladly send the missing item(s).
- Claims must be submitted within 14 days of delivery.
- Please provide photos so our team can confirm and improve quality control.
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