My package is missing. What do I need to do next?

If your package hasn’t arrived when expected, don’t worry — we’ll help you figure out what happened and make sure you get your order as quickly as possible. Sometimes a missing package is simply delayed or mis-scanned by the carrier, but following the steps below will help resolve things faster.

1. Check Your Tracking Information

Start by checking the tracking number in your shipping confirmation email. This will show your shipment’s most recent scan and the carrier’s estimated delivery date.

If your order shows as “Delivered” but you haven’t received it:

• Verify the delivery address on your order confirmation email.
• Look around your property — sometimes carriers leave packages in safe or hidden spots (porch, side door, behind planters, loading area, or mailroom).
• Ask coworkers, neighbors, or building staff if they accepted the package on your behalf.
• Wait 24 hours — occasionally carriers mark packages “delivered” early, and they show up the next day.

Tip: If your tracking hasn’t updated for more than 48 hours, contact us so we can follow up with the carrier.

2. Contact the Carrier (Optional Step for Fastest Resolution)

If you’ve confirmed your address and still can’t locate your package, you can reach out directly to the carrier for the fastest initial update:

Ask the carrier to open a trace or delivery investigation on your shipment. This helps locate misplaced packages faster and can provide detailed scan history or driver notes.

3. Contact CoolerGaskets.com

If your package still can’t be located after verifying tracking and checking with the carrier, contact our Customer Service team so we can assist directly.

Please have the following ready to speed up the process:

• Your order number
• Your tracking number
• The shipping address used on your order
• A brief description of what’s missing

Contact us:

• Phone: (855) 288-2259
• Email: support@coolergaskets.com
• Live Chat: Monday–Friday, 8 AM–5 PM EST

Our team will:

1. Confirm your shipping and tracking details.
2. Open a claim or trace request with the carrier if necessary.
3. Provide updates as soon as new information is available.

4. Replacement or Resolution Process

If the carrier confirms that your package is lost or undeliverable:

• We’ll arrange for a replacement order or refund, depending on the situation and product type.
• For high-value or custom products, the carrier investigation may need to be completed before a replacement can be issued.
  
  

Note: Replacements for custom-built or made-to-order items (such as custom gaskets or cutting boards) may require additional production time.

5. How to Prevent Future Delivery Issues

• Double-check your shipping address before placing an order.
• Add special delivery instructions during checkout if your location is hard to find.
• If possible, ship to a commercial address or location with reliable receiving hours.
• Keep an eye out for tracking notifications — they’re the best way to stay informed.

Summary: What to Do