Didn't get my mobile device or accessory order - FAQs

If your Verizon order hasn't arrived, here's what to do.

First, check your shipping confirmation email for the order’s expected delivery date. If your package isn’t delivered by 48 hours after the scheduled arrival time:

1. Sign into My Verizon and track your shipment on the My Orders page.
   Note: If the tracking number doesn't appear as a link, tracking isn't available for that courier.
2. If more than 48 hours have passed since the scheduled delivery time, contact us to file a claim for a lost-in-transit package.
3. If necessary, we’ll work with the carrier to find out what happened.

Learn more about shipping options.

If your order was delivered and you can’t find the package:

• Look for a notice of attempted delivery.
• Search the delivery area and your mailbox, if you have one.
• Ask your neighbors and any members of your household whether someone else accepted the delivery on your behalf.

If more than 48 hours have passed since your order was delivered and you still can’t locate the package, contact us to file a lost-in-transit claim.

Yes. When you contact us to file a lost-in-transit claim, here are your options for getting another device:

• Wait until our missing package investigation is complete before placing a new order.
  • Our investigation of missing packages typically takes approximately 72 hours . We’ll contact you with the status and outcome of your lost-in-transit device claim.
• You may purchase a new device at the full retail price, anytime.

You may have filed a lost in transit claim and ordered another device while you wait for the results of your claim investigation.

• If our claim investigation confirms the original device order is missing, we issue a full refund to your account.
• If we deem your missing device claim to be false, you’ll be charged the balance due for the original device and charged monthly for the additional device you ordered.
• If your original order is delivered or you find it, you must return all items from that order to Verizon within 30 days.