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My package is delayed/lost, what should I do next?

Some shipping carriers are experiencing delays & disruptions due to high demand and the impact of COVID-19. As fellow musicians, we know that waiting for your gear to arrive can bring anticipation and questions on when to reach out to Reverb or the shipping carrier to file a claim.

The good news: Reverb is seeing that the majority of packages are getting delivered to the final destination albeit some delays in scans and extended delivery timelines.

When should I reach out?

For domestic shipments, we would ask that you wait 14 days from the last carrier scan to reach out to Reverb. For international shipments, we would ask that you wait 30 days from the last carrier scan to reach out to Reverb.

The timelines above are when we can file lost package claims with the shipping carriers on Reverb Shipping Labels, so please make sure to only reach out after the above times are met.

If a non-Reverb shipping label was used on your order, the seller will need to contact the carrier directly. If you are the buyer, contact your seller directly to get this process started.

general-question-mark.svg Further Reading:
How can I schedule a pickup with a shipping carrier?
Shipping an Item on Reverb & Purchasing Reverb Shipping Labels
Does the shipping carrier pick up from my home?
How can I check on service alerts/disruptions from my shipping carrier?
Can I Edit the Tracking Information on My Order?

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