What to Do If Your Order Is Lost

We understand how frustrating it can be when a package doesn’t arrive as expected. At KMD Jewelry, we’re here to help if your order appears to be lost or missing.

📍 Step 1: Check Your Tracking Information

Once your order ships, you’ll receive an email with a tracking number and a link to track your package.

Sometimes carriers mark packages as “delivered” before they actually arrive. Please allow 1–2 additional business days.
Double-check with household members, neighbors, building staff, or your local mailroom in case it was received on your behalf.

📦 Step 2: Still Can’t Find It?

If your package has been marked as delivered but you haven't received it after 48 hours, or if your tracking hasn’t updated in several days:

Contact the carrier (e.g., USPS, UPS, FedEx) to open a missing mail or package claim.
Reach out to KMD Jewelry Customer Service with your order number at:
📧 katie.davies@zendesk.com

We’ll be happy to assist with locating your order and, if necessary, help initiate a claim on your behalf.

🔄 What We Can Do

Once we confirm your order is lost:

If the package was insured, we may offer a replacement or store credit.
For non-insured packages, we will assess each case individually and do our best to find a resolution.

🛡️ Protect Your Order

For added peace of mind, we recommend choosing insured or trackable shipping at checkout—especially for high-value items or during busy shipping seasons.

❗Important Notes

Lost package claims must be reported within 15 days of the estimated delivery date.
KMD Jewelry is not responsible for packages lost due to incorrect or incomplete shipping addresses provided at checkout.

If your package is delayed or missing, don’t worry—we’re here to help every step of the way. Contact us at katie.davies@zendesk.com with any concerns.

Thank you for your patience and for choosing KMD Jewelry.

What do I do if I think my order is lost?