My Shipment Is Lost or Delayed — What Should I Do?Updated a day ago
First Steps if Your Shipment Appears Delayed
Most shipments from PNW Sanitary travel without issue, but delays can occur due to weather, volume, or carrier routing changes. If your order appears delayed, here are the recommended steps before contacting support.
Review the Tracking Details
Start by reviewing the tracking number on the carrier’s website. Look for the most recent scan and any exception messages.
The shipment may be waiting for its first scan, or the carrier may have missed the initial scan. Packages often move through the network even when the scan has not updated.
This generally indicates a carrier delay or a missed scan. The package is usually still moving normally.
If Tracking Shows “Delivered” But You Cannot Find the Package
Before contacting support, please:
- Verify the shipping address on your order confirmation
- Check all receiving areas, docks, and building entry points
- Ask coworkers or other departments (common in commercial facilities)
- Allow one additional business day—carriers may mark a shipment as delivered early
When a Package May Be Considered Lost
A shipment may be considered lost when:
- Tracking shows no movement for several business days, and
- The carrier’s estimated delivery window has passed
Information to Provide PNW Sanitary
If you believe your shipment is lost, please contact our support team and include:
- Your order number
- Your tracking number
- The email address used during checkout (if different from the one you’re contacting us with)
- A brief description of the issue (no movement, marked delivered, etc.)
What Happens After You Contact Us
Once we receive your details, we will immediately contact the carrier and request an investigation. The carrier will:
- Verify the last scan location
- Check internal routing and distribution centers
- Contact the delivery terminal for final delivery details
Carrier investigations typically take up to 5 business days to complete.
Replacements & Refunds for Lost Shipments
If the carrier confirms that a shipment has been lost, we will provide options based on your needs:
- Ship a replacement for the missing items
- Issue a refund for the affected items
We will work with you to determine the best solution for your situation.
USPS Priority Mail Note
USPS Priority Mail is not a guaranteed delivery service. Delivery estimates are not guaranteed, and USPS delays do not qualify for automatic shipping refunds. For time-sensitive shipments, we recommend selecting a UPS expedited service.