# 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](/tilt-help-desk/returns-and-refunds/how-to-request-a-refund.md) 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. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://support.tilt.app/tilt-help-desk/shipping/lost-and-stolen-shipments.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.