What happens if my package or shipment is lost?
We understand how important your order is. If your package hasn’t arrived and you believe it may be lost, here’s what to do.
What counts as a “lost” package?
A shipment is considered lost if either:
- It has not been marked “Delivered” by the carrier within 20 calendar days of the ship‑date.
- It has been marked “Delivered” but you cannot locate it after checking with everyone who has access to the mailbox (co‑workers, family, manager, doorman, etc.).
What we can do for you
As a courtesy, if we determine your package is lost, we will re‑make a **replacement** of the exact same items at our cost and ship it to the address you specify.
Please note:
- We cannot issue a refund for custom items (like custom badges or custom‑cut wallets).
- We cannot make any changes or enhancements to the items on the replacement order. The replacement will match the original exactly.
How to file a claim
- Download and complete our Lost Package Claim Form.
- Email the completed form to orders@badgeandwallet.com.
- Include the new shipping address if different from your original shipping address. Be sure it’s a location where the package can be left securely.
- If you prefer faster shipping for the replacement, you may request UPS 2nd Day for an additional cost of $9.95.
Why this policy is strict
Because we build many of our items to your exact specifications, changes on a replacement are not permitted. Also, the original shipment must be confirmed lost before any replacement is issued. Any attempts to exploit this policy (such as requesting replacements for items deliberately damaged or misplaced) may result in denial of service or future order restrictions.
Pro Tip: Double‑check your shipping address at checkout, ask your carrier to notify you of expected delivery, and monitor the tracking number the moment it shows “Out for delivery.” This helps avoid the need to file a lost package claim.