Lost vs. Stolen Packages: What's the Difference?

If your package hasn't arrived, it may be classified as either lost or stolen. Here's how Seel defines each and what to do next.

Lost Packages

A package is considered lost if either of the following apply:

• The carrier has marked your tracking number as "lost"
• Your domestic package has not been confirmed as delivered within 30 days of shipment (60 days for international orders)

If your package meets either of the above, report the issue through the Seel Resolution Center. You'll need to provide supporting documentation — see What Supporting Documents Are Required for a Loss Report? for details.

Stolen Packages

If your tracking shows "delivered" but you never received your package, it may be considered stolen.

Before reporting a theft, we encourage you to check the following:

• Your front step or surrounding property
• A central mail hub or parcel locker if you live in an apartment complex
• Neighboring addresses in case of a misdelivery

If you still can't locate your package, you can report a theft issue through the Seel Resolution Center. To qualify, you'll need to file a police report with your local authorities. Security footage, a carrier letter, or written documentation from a building authority or leasing office are also accepted as supporting evidence. See What Supporting Documents Are Required for a Theft Report? for more details.

⚠️ Filing a false police report can result in serious legal consequences, including misdemeanor or felony charges depending on your jurisdiction.

If your package hasn't arrived, it may be classified as either delayed or lost — and the two are handled differently. A package is considered delayed when it hasn't arrived within the expected delivery window but is still in transit. A package is considered lost when it has been missing long enough that it's unlikely to be delivered. 

What Qualifies as a Loss Your order is eligible as a loss issue if either of the following apply:

• Your carrier has marked the tracking number as "lost"
• Your package has not been confirmed as delivered within 30 days of shipment (60 days for international orders)

Reporting Deadline Loss issues must be reported within 90 days of your order date. Issues reported after this window will not be eligible for compensation.

Required Documentation To report your issue, you'll need to submit the following:

• A screenshot of your Order Page showing your tracking number
• A screenshot of your latest tracking update showing the package as "lost" or undelivered 30+ days after shipment (60+ days for international)

Visit the Seel Resolution Center to report your issue and upload your supporting documents.

If your item arrived damaged during transit, you can report the issue through the Seel Resolution Center. Use this article to determine if your damage qualifies and what documentation you'll need to submit.

Reporting Deadline Damage issues must be reported within 7 days of your tracking status being updated to "delivered." Reports submitted after this window will not be eligible for compensation.

What Qualifies as Damage Seel covers items that are damaged to the point of being unusable — for example, items that are fractured, shattered, crushed, or bent. The payout amount depends on how severely the damage affects the usability of the item, up to 100% of the purchased value.

The following are not covered:

• Cosmetic damage to packaging only, where the item inside is unaffected
• Pre-shipment defects that were present before shipping (e.g., loose threads, surface scratches)

Required Documentation To submit a damage report, please provide the following:

• Clear photo(s) of the damaged carrier packaging
• Clear photo(s) of the damaged item(s)
• Photo of the shipping label on the package (optional but recommended)

The more detailed your photos, the faster we can evaluate and resolve your case.

Photo Examples

Here's an example of a damaged carrier package:

Here's an example of a damaged product inside the package:

If your package was marked as delivered but never received, you can report the issue through the Seel Resolution Center.

Not sure if your package is lost or stolen? See the differences here.

Seel considers any package marked as "delivered" by the carrier but not received by the customer as a theft case. This includes porch piracy and similar situations, even if no criminal intent is confirmed.

Before submitting a report, we encourage you to check around your property, with neighbors, or at your building's mail hub — packages are sometimes left in unexpected spots.

Reporting Deadline Theft issues must be reported within 7 days of your tracking status being updated to "delivered." Reports submitted after this window will not be eligible for compensation.

Required Documentation To qualify for a theft claim, we do require proof. Here are some options for documentation:

• Police report
• Security footage
• Carrier letter
• Written documentation from a building authority or leasing office describing the incident

How to Report Visit the Seel Resolution Center to submit your issue and upload your supporting documents.

When your package is marked as delivered but not received, Seel may require a valid police incident report to investigate the issue. While this may seem daunting, filing an incident report with the police is a simple process that can usually be completed within 10-15 minutes.

Depending on your local conditions, police reports can be made over the phone, in-person, or online. 

• Start by researching your local police station, which can be simply done on Google. If you are in the U.S., you can search “police station” with your zip code. 
• You may need to call the station, or file online on the police station’s website. You can let them know it’s for an insurer to receive coverage. 
• Be prepared to provide the following information as you file the report 
  • Name of Carrier
  • Where the Package was Left
  • Package Value
  • Option Information: 
    • Name of Retailer
    • Date of Order
    • Date of Delivery

It can take a few days for the police station to provide a copy of the report for you. 

Finally, while resolving issues around stolen packages with Seel, it is important to include the issue ID in the report and share it with Seel specialists. This will ensure that the investigation is properly documented and expedited.