Lost or Stolen Package? What You Need to Know
You sent a package and it went missing in the mail? You're expecting a package and believe it's gone missing? Or perhaps someone stole your shipment? Here is our complete guide to determining whether your package is genuinely lost or delayed, as well as what you should do to be compensated in the event of loss or theft.
To provide some context, Secursus is a leader in shipping insurance services, and our day-to-day job is to compensate our customers for lost or stolen packages. Our customers are insured against loss and theft, but did you know that you may be entitled to compensation even if you did not purchase insurance?
Lost package: when should we consider a package as lost?
At Secursus, we consider a package lost when the tracking has stayed the same for 30 days. Depending on your carrier, most deliveries are made within a week, even on very long transits. Some packages get delayed for external reasons (weather, strikes, customs checks, route errors, etc.), so a late scan does not always mean a loss.
If your package is still within the 30-day mark, email your carrier (or open a help ticket) to request an update. Once this timeframe has passed, file a claim with the carrier and request compensation.
Even without optional insurance, many postal or courier services include a basic level of compensation tied to the service purchased. Insurance remains strongly recommended for light, high-value items (watches, jewelry, collectibles) to ensure full coverage.
Pro tip (2025 update): Start a “missing mail/parcel” search as soon as the carrier’s process allows, then escalate to a formal claim within their stated window. Keep proof of value, shipping receipt, and tracking history together to speed things up.
Stolen package: does a missing package qualify as theft?
It’s common to suspect theft. In practice, a theft is usually recognized only when credible evidence exists (e.g., camera footage). When a package is marked delivered but not received, it may have been left in a safe place, delivered to a neighbor, or misdelivered.
If there’s no evidence of theft, treat the situation as a loss investigation first. This does not change your right to pursue compensation.
Which carrier has the lowest loss rate?
You may have used USPS, Amazon, DHL, UPS, FedEx, Aramex, or GLS. Which has the lowest loss rate? Detailed loss data are not published by most carriers. In our experience, premium services (DHL, FedEx, UPS) tend to offer more consistent tracking and claims handling than economy options, but outcomes still depend on route, service level, and documentation quality.
Sources (2025)
- USPS — Missing Mail & Lost Packages (claims/search process) — 2025 guidance.
- UPS — File a Claim (timelines & required documents) — 2025 page.
- FedEx — Claims (lost, missing, or damaged shipments) — 2025 page.
- UK postal operators — Compensation pages (standard and tracked cover) — 2025 pages.
- Annual package-theft reports (2025) — best practices on evidence and reporting.
Notes: spacing, punctuation, and capitalization corrected; light 2025 refresh (~5%) applied without altering overall content or structure. Only the Secursus link is included, as requested.
