My Package Is Late, Lost, or Stolen – What Should I Do?

We want you to get your Neat shirts on time and stress-free. Here’s what to do if your order is running late or if tracking shows “delivered” but you don’t see it.

⏳ Step 1: Check Your Tracking Link

Start by opening the tracking link from your shipping confirmation email. Tracking often provides the clearest picture of where your package is and its estimated delivery date.

🚚 If Your Package Is Delayed

It’s normal for tracking to pause for 1–3 business days while your package is in transit to a hub.
If your package is significantly delayed beyond the expected delivery window, contact your local carrier first (e.g., USPS, Canada Post, Royal Mail).
If you still can’t get clarity, chat with us using the widget (bottom-right corner) and we’ll help you figure out next steps.

📦 If Tracking Says “Delivered” But You Don’t Have It

Wait 24–48 hours—sometimes carriers mark packages as delivered before they’re physically dropped off.
Check common delivery spots (porch, side door, garage, mailbox) and ask neighbors.
Contact your final-mile carrier (the local delivery service listed on your tracking page). They can provide details on where the package was left.

🛡️ Our Policy on Lost or Stolen Packages

We’ll always do our best to support you if something goes wrong. That said, once a package is marked delivered by the carrier, responsibility transfers to the recipient.

Neat is not liable for theft or loss after delivery is confirmed.
We encourage customers to contact the carrier directly if a package marked “delivered” cannot be located.
In some cases, we may be able to assist with filing a claim or providing documentation to help resolve the issue.

🧭 TL;DR