Missing or Damaged Shipments | Traveling Mailbox

If a shipment sent from Traveling Mailbox is missing, arrives damaged, or is missing contents, contact our team promptly. We can review the shipment and help determine the appropriate investigation or claim process.

If the shipment has not arrived

Check the latest tracking history and delivery estimate on the carrier’s website.
Confirm that you are using the tracking number for the correct shipment and destination.
If tracking says delivered, check the delivery details and ask anyone who may have accepted it, such as a household member, building reception desk, or mailroom.
Contact our team if you still cannot locate the shipment or the carrier indicates a delivery problem.

A delay and a confirmed loss are different situations. An investigation may be needed before a claim can be assessed.

If the shipment is damaged or contents are missing

Keep the outer packaging, label, packing materials, and contents. Photograph the condition of the package and items, including the shipping label. The carrier or insurer may require evidence or an inspection, so ask our team for instructions before disposing of or returning anything.

Information to have ready

Your mailbox number and shipment tracking number.
The shipment date, carrier, and destination.
A description of the missing or damaged contents.
The latest tracking status or delivery date.
Photos and purchase receipts or other proof of value, when applicable.

Call or schedule a Zoom appointment first; our team can explain how to provide supporting documentation.

How are claims handled?

Traveling Mailbox assists with the claims process for shipments we send. Eligibility, required evidence, and filing deadlines depend on the shipment and applicable coverage. Contact us promptly so those requirements can be reviewed. Reporting a problem does not guarantee reimbursement or a particular resolution time.

Was the item being sent to Traveling Mailbox?

For an incoming shipment arranged by a retailer or another sender, contact that sender about its shipment and claim options. If tracking shows delivery to us but the item is not in your mailbox, see Where is my mail? and have the incoming tracking details ready when contacting our team.

Need help?

Call 855-749-1737 or +1 919-561-6631, or schedule a Zoom Support appointment. Have your mailbox number and shipment details available so our team can help.