Once a package is accepted by the carrier, the carrier is responsible for the shipment and runs any investigation. The carrier decides the outcome, so they need to be contacted first.
Steps
- Contact the carrier with your tracking number. For FedEx, contact FedEx customer support or file a claim on the FedEx website. USPS Missing Mail Searches can be filed starting 7 days after the ship date.
- Wait for the carrier to resolve the case. Please open the case yourself as the recipient. Protide Health does not file carrier claims on your behalf, but we can provide proof of shipment on request.
- Email us with the outcome. Once the carrier confirms the package is lost, open a support ticket or email support@protidehealth.com with your order number and the carrier case number. We will review and help make it right.
Tracking can also stall for a few days without the package being lost, particularly around holidays and severe weather. If tracking has not moved in several days, the carrier case is the right first step.
Need help with a lost package? Open a support ticket and include your order number and the carrier case number. We aim to respond within 24 hours.