Packages that have not been updated with accurate tracking information in a number of days can be the result of the package being lost or misplaced by the carrier.
Please submit a ticket with our support team and we will take the following action:
1. We will follow up with the carrier to gain an understanding of where the order is and you will hear back from our support team in 48 hours as we will need to give the carrier some time to investigate the order's whereabouts.
In rare cases, the package may be in transit and the carrier has forgotten to scan the order at its most recent stop. This means that the order may become delivered with no prior communication that the package has arrived at your residence.
2. If the package is declared lost, Futura Labs will provide you with support by filing a lost package claim with the carrier.
3. Lost package claims will be provided a response within 30 days from the date of filing.
Please note: It is not a guarantee that lost package claims will receive a response by the carrier.