Quick answer: If a gift is missing after delivery, submit a Lost Item request from your Orders dashboard. Our Tracking team investigates, and there are a few things you can check on your end too.
Submit a Lost Item request
Open your Orders Dashboard in a web browser.
Open the order and select "Lost Item."
Answer the prompts and submit.
Requests are reviewed by our Tracking team and typically take up to 5 business days. If we need to check with the merchant, it can take a bit longer.
While you wait, a few things to check
Check with neighbors, your building's front desk, or a leasing office. Packages sometimes get left in a shared spot.
If you or a neighbor has a security camera, check the footage for the delivery day.
Contact the carrier directly with your tracking number. Many carriers (like USPS, FedEx, and UPS in the US) offer free accounts with tracking alerts and delivery notifications for your address.
For high-value or stolen items
Filing a police report can help, especially in areas where package theft is common. Some merchants require one before they'll issue a refund, so if we ask you for one, it's because the merchant needs it, not us.
What happens next
Whether we can replace or refund a lost item depends on the merchant, since Throne doesn't handle delivery. If a merchant refunds us for a lost or stolen item, you can choose to refund your fan or add the value to your Throne Balance. In some cases, we're able to reorder the item instead.