Important Links

What to do for a missing shipment.

What to do for a missing shipment:


All orders are shipped through the post office (USPS) and include a tracking number.  If you do not have your tracking number you can click here to log into your account and view your order's tracking number.  If you do not have an account or cannot log in you can check your email.  Our webstore sends an email every time we print a shipping label.  You may have to check your spam folders (especially if you use gmail)  in case your email provider filed it there. 


If your tracking shows delivered and you did not receive it:

Contact your local post office with your tracking and have them investigate.  Have them check with your postman to find out where the package was delivered.  During delivery often the post office records a GPS location so they can determine if the package was scanned on your property.  If it was then most likely your package was stolen and you may have to file a police report.  


If your tracking still shows in transit:

If your tracking shows the package in transit and it has been 7 days or longer since shipment we can file a missing mail search through the USPS.  The USPS will then start looking for your package and if found it will continue on its way to your ship to address.  USPS does not refund postage for delayed shipments.


Refunds for Lost or Stolen packages:

Check your order to see if you purchased insurance.  If insurance was purchased then a insurance claim can be filed per the insurance companies requirements some of which are:

  • For damage claims, you are required to hold onto the damaged property until the claim has reached a resolution. Failure to do so will result in denial of the claim.
  • Claims filing timelines
    • For lost parcels you must wait 21 days for Domestic and 45 days for international locations.
    • Damage claims can be filed immediately.
    • Claims must be filed no later than 90 days from the shipment date.

Once we receive the reimbursement we can refund the order. If you chose not to select insurance on your order there is no recourse or reimbursement.  Spyder Robotics is not responsible for lost or stolen packages (shipping terms).