This article explains what to do if your PerkUp order's estimated delivery date has passed and the package never showed up.
What counts as "never arrived"?
Your order is considered undelivered if the estimated delivery date on your order's tracking page has passed and the status hasn't changed to delivered, or if the carrier reports a failed delivery attempt, a refused package, or a return to sender. Check the tracking history on your Transactions page first — these specific statuses will show there before anything else.
Why would a package not arrive?
A shipment can go missing for a few different reasons on the carrier's end: it can be lost in transit, marked as a failed delivery attempt, refused at the destination, or returned to sender. PerkUp tracks each of these states per shipment, and flags at-risk shipments like these to our operations team internally as soon as the carrier reports them.
What should I do if my order never arrived?
Contact support through the messenger on this help center or in the app. Have your order number ready, and confirm the shipping address the order was sent to — this helps support investigate with the carrier quickly. There's no self-serve way to report a missing package or trigger a replacement, so reaching out is the right next step as soon as you notice it. Missed-delivery and lost-in-transit claims must be reported within 14 days, so don't wait to reach out once you notice the problem.
My tracking says "delivered" but I never received it — what now?
If tracking shows your order as delivered but you can't find the package, contact support with your order number. We handle these case by case: after the carrier confirms the delivery details, we may offer one complimentary reshipment. There's no self-serve way to trigger this, so a support conversation is the next step.
What happens after I report a missing order?
Support investigates the shipment directly with the carrier. Depending on what the carrier finds, support will arrange a replacement or a refund. If you're refunded, the amount goes back to your PerkUp balance — not a personal card — and the order will show a "Refunded" tag in your Transactions. There's no separate refund notification email, so check your Transactions page to confirm the refund went through. See PerkUp's order policies for the full policy on missing and undelivered orders.
Can I get a replacement instead of a refund?
In many cases, yes — support decides between a replacement and a refund based on the situation, such as whether the item is still in stock and shippable to you. Let support know your preference when you reach out, and they'll confirm what's possible for your order.