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
If your package is lost, we will produce and ship a replacement of the exact same item(s) at no cost to you.
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 Shipping for an additional cost of $9.95.
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.
A note about changes to replacement items
Your items are custom-made to the exact specifications you select at the time of ordering, If your package is lost in transit, we are only able to replace the original items as you ordered them. We cannot make changes to lettering, shape, cutout, attachment, or other design elements.
If you'd like to make changes to your design or reorder something different, we're happy to help. In many cases, we may be able to offer a courtesy discount on your re-order. Please contact sales@badgeandwallet.com and we’ll assist you.