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My order's tracking isn't moving, is my order lost in the mail?Updated 7 months ago

Thank you for choosing Ultra PRO. We are so sorry your order is taking longer than expected to arrive. We empathize with you, and are happy to help in these situations. Depending on the carrier who is handling your order, please see below for guidance.

 

For orders shipped with USPS: 

Unfortunately, USPS is not always consistent with their tracking updates, and sometimes packages are stored at warehouses for several days before moving to the next facility. We kindly ask that you wait the below timeframes before reaching out to our customer service team for assistance:

  • Domestic (US) Customers: 30 days from ship date
  • APO Customers: 45 days from ship date
  • International (non-US or territories) Customers: 30 days from most recent update

Once your order has met the appropriate wait time listed above, our team will be able to assist with disputing your shipment with USPS. USPS allows up to 60 days from the original ship date to process a domestic dispute, and much longer for international. Please allow our team a few business days to update you regarding your dispute upon submission. From there, we will work with you on an appropriate resolution for your order.

 

For order shipped with UPS: 

Because you chose UPS as your shipping option at check out, your order includes guaranteed delivery through UPS. Their policy states you may submit a dispute as early as 24 hours after the expected delivery date. To submit a claim directly with UPS, please visit: https://www.ups.com/us/en/help-center/claims-support.page

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