What to Do If Your Kaloud Order Is Lost or Stolen

You got the tracking email. You watched the status move from "in transit" to "delivered." But when you checked your front door, mailbox, or hallway, it wasn’t there.

It’s frustrating, and unfortunately, it’s not rare. Packages go missing. Sometimes it’s a delivery error. Sometimes it’s theft. Sometimes, no one knows. What matters is what happens next and what steps actually help.

Here’s how Kaloud handles missing orders, what your options are, and how to protect your purchase next time.

 

Step 1: Don’t Panic—Start With the Basics

Before assuming the worst, check:

  • Your delivery confirmation email
  • The tracking link—sometimes "delivered" means "will arrive within hours."
  • Around your entryway, building mailbox, or with neighbors
  • With building staff or reception, if you live in a shared space

If it’s been over 24 hours and still nothing, move to the next step.

 

Step 2: Understand What Kaloud Covers (and What the Carrier Controls)

Once your order is in the hands of the shipping carrier, legal responsibility transfers to them and to you. This isn’t unique to Kaloud. It’s standard in e-commerce. We follow the Uniform Commercial Code (UCC § 2-509), which says we’re no longer liable once the carrier marks the package "in transit" or "delivered."

That said:
We’ll always help by providing tracking info, shipment proof, and support documentation. If something’s unclear or mishandled, we want to know.

 

Step 3: Did You Add Route Package Protection?

This is where Route makes a real difference.

If you selected it at checkout:

  • Go to claims.route.com and start your claim
  • Route typically resolves things within 5–7 business days
  • You’ll get a replacement or refund without waiting on a carrier investigation
  • Kaloud will provide any documents Route requests

If you didn’t select Route, recovery depends on the shipping carrier. Some cases can take weeks. Some go unresolved. That’s why we strongly recommend adding Route. We want to make sure you avoid the dead end that can happen when something goes wrong.

 

Step 4: If It Says "Delivered" But It’s Not There

This is one of the most common (and frustrating) issues.

Here’s what to do:

  • Contact the carrier immediately and ask for GPS data or drop-off details
  • Ask neighbors or check with building staff
  • Take a timestamped photo of your delivery area
  • File a claim with Route if you have it
  • Save all email and tracking documentation

We rely on carrier delivery confirmation as the official record. If it says "delivered" and we fulfilled the order correctly, our hands are tied unless Route was added.

 

Protecting Future Orders—What Actually Helps:

  1. Add Route Package Protection at checkout
  2. Use a delivery address where someone is present
  3. Consider a pickup location or package locker
  4. Reach out to us to request signature confirmation
  5. If theft is common in your area, a door camera can help prevent it

 

Final Note: We’re Here if You Need Us

No system is perfect. But Kaloud’s goal is always transparency, respect, and clear communication. If your order went missing, we’ll support you however we can, whether that means helping with Route, contacting the carrier, or reviewing your fulfillment history.

Have questions? Reach out. That’s what we’re here for.

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