# Lost & Stolen Shipments

### If tracking hasn’t updated after 7 days

* **Contact the seller first.**
* **If the seller used a Tilt label:** contact us and we’ll work with the carrier to resolve this.
* **If the seller used their own label,** the **seller is obligated to work with the carrier and you to resolve this**. You can also [request a refund](https://support.tilt.app/tilt-help-desk/returns-and-refunds/how-to-request-a-refund) directly from your order summary.

### If tracking shows “Delivered,” but you didn’t receive it

* Contact Tilt Support within 3 days for further assistance. 
* We also recommend:
  * Checking with household members, building management, or neighbours.
  * Contact the **carrier** to open an investigation and request GPS/drop-off details.
  * Filing a **police report** if you believe the parcel was stolen.

### What we can help with

* Coordinating with carriers on **Tilt-label** shipment issues.
* Guiding next steps and documentation.
* Escalating issues when a seller is unresponsive.

### What we can’t guarantee

* Refunds on orders **marked as delivered**.
* Carrier outcomes or delivery timelines.