First, please check to see that the package was not delivered to an unusual spot, or to a neighbor trying to be helpful. Also, note that occasionally information about mis-delivered packages can be found on neighborhood social networking services.
Second, if you cannot find your package, and you have purchased shipping insurance through our provider, ShipInsure, then please refer to the email that ShipInsure sent to obtain your ShipInsure ID Number (starts with SI). Using this number, and the email address you used to buy from The Carbon Platform, you can go to the ShipInsure website here and enter the requested information, including your preferred resolution. The ShipInsure team will review your claim and get back to you within 24 hours.
Note: claims must be submitted within 15 days of the tracking delivery date or estimated delivery date. Further information can be found here.
If you elected not to purchase shipping insurance please contact us at shipping@thecarbonplatform with your order number and shipping address and we will see if we can help. However, we stress that packages need to be insured if we are to resend or refund an order in the event of loss or theft.