Lost & Stolen Shipments

Learn what to do if your order’s tracking hasn’t updated or if it’s marked as delivered but you didn’t receive it.

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 directly from your order summary.

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

• Orders marked delivered aren’t eligible for refunds from Tilt, and sellers aren’t required to refund. See below for carrier investigation steps.

• We 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.