Lost or Stolen Packages

Last Updated: 11.6.2025

We understand how frustrating it can be when a package is lost or stolen. Celvian is committed to helping you resolve these situations quickly and fairly.

What to Do if Your Order is Lost in Transit

If your tracking status hasn’t updated for several days or shows the package is stuck:

• Double-check the tracking link in your shipping confirmation email.
• Confirm the shipping address provided at checkout.
• Contact the carrier directly for the most up-to-date delivery status.
• If the issue remains unresolved after 3 business days, contact our support team.

We’ll investigate the issue and do our best to offer a resolution.

What to Do if Your Package Shows as “Delivered” but You Didn't Receive It

If your order is marked “delivered” but you didn’t receive it:

• Check all potential delivery locations (front door, mailbox, reception, neighbors).
• Wait 24–48 hours — occasionally carriers mark packages as delivered just before they arrive.
• Contact the carrier for clarification.

If you still cannot locate your package after these steps, please reach out to us with:

• Your order number
• Shipping address
• Tracking number
• A brief description of the issue

We may require a signed claim form for replacement eligibility.

Responsibility & Claims

Celvian is not liable for packages that are confirmed delivered to the address provided at checkout. However, we’ll always do our best to help resolve the issue through carrier investigations or alternative solutions when possible.

For added security, we recommend selecting a shipping option with tracking and requiring a signature for high-value orders.