If the package was insured, it will qualify for both a Missing Mail Search AND an Insurance Claim for damaged or missing contents. If no insurance was purchased (as is the case for us), a Missing Mail Search is your only option at first. If the package was determined to be lost or damaged, we would have a Claim for a refund in shipping as long as it's Express or Priority Mail.

USPS Missing Mail Search

Whenever you suspect a package is lost or stolen, the first step to take is to begin a Missing Mail Search. This is exactly what it sounds like. The USPS will begin searching their sort facilities and trucks to try and find your delivery. 

When can I start the search? USPS will make you hurry up and wait. You have to wait until at least seven days from the shipping date. If it’s still not there after seven days, you can initiate a Missing Mail Search.

• Visit missingmail.usps.com and sign-in. Be prepared to enter the mailing date, tracking number (if you have one), and a description of the package and contents.

The Search continues! USPS will search for your package and determine if it was delivered. If the package turns up, USPS will either return the package to the sender (Rakuten) or deliver it to the recipient, depending on your request.

What happens if they say it was delivered or can’t be found? If USPS determines the package was delivered, you’ll have to treat it as a stolen package. If USPS cannot find the package, we can treat this as lost package as well as we don't have insurance for our shipments.