Lost or Stolen Packages

My package still hasn't arrived.

We know it can be scary when your Basewear is stuck in the mail. You're excited to get it, and the last thing you want to deal with is problems with shipping. We get it - but don't fret! There's a simple process to follow to make sure you get your Basewear.

First, check the tracking number to see where your package is. When your item was shipped a tracking number was sent to your email address that you made the order with. If you can't find the email with your tracking number you can email us at orders@terakaia.com and we will look it up for you.

** Once your package is handed to the USPS (United States Postal Service) we don't have any more visibility or power beyond the tracking number as to where it is. **

Often the USPS mixes up packages, or they get delayed in transit. This is fairly common so if this happens to you - don't panic! Give it a few weeks, and if you still don't see progress on the tracking number proceed to the next steps.

Why does my package say it is still in transit in the mail?

Occasionally packages get permanently held up in transit, and fully lost somewhere within the postal system. We recommend waiting at least 2 weeks, and if you see that the status on the tracking number has not moved then proceed to the next step.

ATTN: Please do not use the "Request a Chargeback" feature. Lost packages are not what the chargeback feature is intended for. Not only does it hurt our reputation as a seller, but we also get charged a $15 fee on top of our mutually lost package. We also will then have many more steps to complete before we can get you a replacement item. It's a lose-lose for everyone involved. 🥴

INSTEAD: Follow the steps below to make sure we can file an insurance claim and get you a new item sent out.

What to do if your package is lost in the mail or stolen from your doorstep.

Head to your local USPS location (the post office) and bring your tracking number. Show them the status of the package, and ask if they can help you find it.

If they are not able to locate the package, you can request that they file a lost or stolen package claim.

Completing your Lost Package Insurance Claim

Once completed report back to TK with proof of your USPS lost package claim. Email us at orders@terakaia.com with your order number, and a screenshot or photo of your USPS lost package claim.

From here, there are just a few more steps. We'll request an insurance reimbursement for the lost item. Once we do so, you will receive an email from our insurance provider requesting that you provide additional information.

Please respond to it promptly so that we can get your new package out in the mail!

As soon as the insurance claim is approved we will mail out your new package.

Please note that if your item was stolen from your doorstep, or if there was any other issue with the address we will use a "Signature upon delivery" option to make sure the package makes it into your hands.

We know lost packages can be frustrating, but don't worry - just a little patience with the process and you'll be back in your Basewear in no time!