My package says delivered, but I didn't receive it.

We're so sorry to hear that you have not received your order yet. There are times that the courier marks the tracking as delivered, but it doesn't get dropped off until the next day or so. Kindly give the courier a chance to deliver your parcel within the next 3 business days.

We also encourage that you check in with your neighbors and other members of your household in case it was left with them, as we find that most items that were deemed lost are found this way. You may also check in with your local post office and ask to speak directly to the delivery courier to inquire about your package.

iGel Beauty is not responsible for lost or stolen packages once they are marked as delivered by the courier. However, our customer service department can definitely assist you with filing claims through the courier or even find your missing mail that's in route or in transit! To get help, you may simply email us at We have also attached helpful sites for filing claims below for your reference.

Filing a claim for a lost package:

Finding a Missing Mail:

Opening a TRACE with FedEx:
Trace Hotline - (1 (800) 463-3339

Please be advised that there are limited timeframes for filing claims with the courier. If you feel that your package has been stuck, lost in transit, or marked delivered but you haven't received it for quite some time, you must report this immediately to us for us to initiate the claim within the allowable period.

Did you purchase iGuard Package Protection?

Not to worry, as your package is covered from damage, loss, and theft.

In the unfortunate case that your order never comes or is broken upon arrival, you can easily receive a reimbursement or reshipment directly through iGel Beauty. Yes, this means you will no longer have to file a claim through the shipping insurance company; we'll handle the logistics. For the low cost of 3% of your order subtotal, you can insure your entire order!

How do I proceed with my iGuard Package Protection?

A package is considered lost when your tracking has been stuck in pre-shipment or stuck in transit for 10 business days (domestic) or 20 business days (international). Additional days may be required due to peak times or delays announced by the courier. A reshipment of your order will be placed as the terms permit. If your original order ends up reaching you at a later date, we will send you a return label to send it back to us; otherwise, we will invoice you for the products if you decide to keep them.

A package is considered stolen or delivered but not received if your tracking shows it as delivered but it has not been received after 3 business days and is unable to be located after speaking to your neighbors and your local post office. Please contact us immediately so that we can initiate a locate-my-package-claim for you or a TRACE by coordinating with the courier.

Whether your package is lost, stuck, or stolen, rest assured that this will be properly taken care of, and all cases will be filed through the third-party insurance provider. Once the claim has been filed, a direct link will be forwarded to you, and you will be prompted to fill out a waiver or an online affidavit, which could take less than a minute. The online affidavit is an important step for the iGuard claim to be approved. Once the online affidavit has been filled out, please expect a satisfactory resolution from us within 3 to 4 business days, or in some cases, earlier!

To file a claim regarding an order that was delivered but not received, stolen, or stuck in transit, email us at or reach out to us using our live chat feature. To read the full terms of iGuard Package protection, please access the related article below.

What is iGuard Package Protection?

Contact Us

Not finding what you're looking for? Contact Us Directly