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      1. Deliverback Help Center
      2. Airports

      What happens if my item is lost?

      This is a less than 1% possibility, but it happens..

      If you've sent a package and it gets lost, you should follow these general steps:

      1. Contact Deliverback: Reach out to our customer service at support@deliverback.com, as soon as possible to report the lost package. Provide them with the tracking number and any relevant details about the shipment. We will notify the courier company and they will initiate an investigation to locate the package.

      2. Investigation process: the courier company will conduct an investigation to locate the lost package. They will trace the shipment's journey, check with their delivery personnel, and review any available tracking information. This process may take some time, so it's important to stay in touch with Deliverback for updates.

      3. Insurance coverage: If you purchased insurance for your package, check the terms and conditions to see if the loss is covered. If it is, you may be eligible for compensation up to the insured value of the package. Contact Deliverback and provide them with the necessary information to initiate an insurance claim.

      4. Communication with Deliverback: Stay in contact with Deliverback's customer service throughout the investigation process. They will provide updates on the progress and any potential resolutions. If they are unable to locate the package, they will inform you of the outcome and discuss compensation options if applicable.

      5. Compensation and resolution: If the package cannot be found, the courier company may offer compensation based on the declared value, the insurance coverage, or the terms of their liability policy. The specific details will depend on the circumstances and the services you selected. Deliverback's customer service representatives will guide you through the resolution process.

      Remember, these are general guidelines, and the specific process and outcome may vary depending on the country, service, and individual circumstances. It's always best to contact Deliverback directly for accurate information and assistance with a lost package.