Lost Package Claim Center

We are sorry to hear there is an issue with your package. At Eagle Eye Outfitters, our goal is to process all orders promptly. Once a package leaves our facilities, the handling, transit speed, and delivery accuracy are out of our control. Our lost package claim center will guide you on what to do if you believe your package is lost.

The solutions for lost packages depend on whether you purchased Route Package Protection at checkout. What is Route? Learn more here.

Please follow the sections below based on whether you purchased Route Package Protection.

Route Package Protection

As a service to our customers, we’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Now, when placing an order through our online store, customers have the option to receive premium package protection and tracking services from Route.  

With package protection, in the unfortunate case that your order never arrives or is broken upon arrival, you can easily file a shipping issue with Route and receive a replacement or be refunded. We are excited to offer this service to our customers, and we highly recommend using Route Package Protection at checkout.

If you experienced an issue with your order, please file a claim with Route’s team here.

Standard Claims

If you did not purchase package protection and a package is believed to be lost or not delivered, please note we are not able to provide a refund or replacement unless a claim is filed and paid by the carrier. We are happy to help walk you through the Claims Process with the shipping provider.

The claims process for UPS and USPS is different, and each carrier requires various information needed to file a claim. We appreciate your patience as we navigate this issue together!

If you did not purchase package protection, please proceed with the instructions below.

First Steps:

1. Have you double checked the address that was entered on the order to make sure it is the correct address?

2. Have you double checked camera footage or checked with neighbors to see if they accidentally received your package?

3. Have you waited at least one day from when the shipment was marked as delivered? (Sometimes the package arrives one day after it is marked as delivered.)

 Next Step:

 If you have answered “YES” to all the questions above, please follow the instructions below per the shipping carrier that was used to deliver your package.

Please Note:

• If you wait more than 30 days to notify us of a lost package, we will not be able to file a lost package claim at that time.
• Filing a claim does not guarantee a replacement of the product or a product refund. If you believe a package to be stolen, we recommend filing a police report.
  
• Eagle Eye Outfitters cannot be held responsible if your order does not arrive due to factors outside our control, such as autofill errors, supplying the wrong shipping address at checkout, or shipping carrier errors.
• Eagle Eye Outfitters cannot be held responsible for packages after UPS or the Postal Service delivers the package. All orders are shipped FOB Shipping Point. As stated in our terms of use (2. C.), title to products passes from Eagle Eye to you upon shipment, and we are not responsible for any shipping delays or problems (including the risk of loss) once the product has been shipped. In addition, Eagle Eye Outfitters cannot be held responsible for stolen packages or tampered packages resulting in stolen items.

UPS Claims

• After you noticed the package was not delivered, please contact our Customer Service Support Team to file a claim. 
• This process normally takes about a week to get a resolution however, we have seen it take up to a month and a half for a full resolution.
• Once the claim has been filed, we will contact you when we have an update on the status of the claim.
• UPS states it can take up to 8 business days for a response.
• Continue below to file your claim.

USPS Claims

• It's common for USPS to scan a package as delivered before it is physically delivered. We recommend waiting 24 hours for the package to show up.
• Here's a tip: print out the tracking information, write a note to your USPS driver and place it in your mailbox. Let USPS know that you haven't received the package.
• We also recommend calling your local post office to attempt a resolution.
• For USPS we ship Priority Mail which requires us to wait 15 days AFTER the package was originally shipped for a claim to be filed.
• Contact our Customer Service Support Team as soon as possible. We will file a claim for you on the 15th day, or the following business day.
• You can expect to wait 3-15+ days for the first USPS claims response. We will contact you as soon as we have an update.
• Continue below to file your claim.

If the Claim is Denied:

If the claim is denied, we will let you know immediately and can dispute the resolution with the carrier. Unfortunately if the claim is denied once more, there is nothing more we can do.

If a claim is denied, we are not be able to provide a refund. Once a package leaves our facility, it is the responsibility of the carrier to do their part in correctly delivering the package. We cannot be held financially liable for things that are out of our control such as lost, stolen or undelivered packages.

We are genuinely sorry this has happened to you and understand the frustration this can cause. We do our best to help our customers by filing a claim with the shipping carrier and unfortunately claims do not always resolve with proof of loss or a refund.

If the Claim is Approved:

Once the claim is approved for USPS or UPS, the carrier will email us the approval. We will contact you as soon as possible to reship your order (if the items are still in stock) or refund your order in full.