Lulu and Roo has partnered with a shipping insurance company called Route. If you purchased Route Insurance during checkout you will be able to file a claim and their customer service team will handle your case contact support@route.com

If you did not purchase shipping insurance and your tracking information has reported a successful delivery but you have not receive it please contact USPS at 1-800-222-1811. Please understand that we cannot take responsibility for lost/missing packages that have been successfully delivered to the address provided with your order. Please contact your carrier, as they can check the geotag of the delivery scan and escalate an investigation on your behalf. We do not issue a refund on lost packages.