My item is lost in transit? What do I do now?Updated 2 days ago
Once an order has been shipped and scanned by the carrier (USPS, UPS, FedEx), it is in the carrier’s possession. At that point, Little Words Project® can’t reroute, intercept, or control the package’s movement. If a package is lost in transit, our solution is to send a replacement of the same item(s) whenever possible.
What counts as “lost in transit”
Your package may be considered lost in transit if:
Tracking shows “Accepted,” “In Transit,” or “Label Created” without a delivery scan and there has been no movement for 10 business days, or
The tracking repeatedly cycles through facilities with no delivery attempt past the estimated delivery window.
If tracking shows “Delivered” but you can’t find the package, please follow our “Delivered, not received” guidance in the Help Center. That flow has different steps and timelines.
What we’ll do
We will provide a replacement for lost-in-transit orders.
If the original item is out of stock, we will issue store credit equal to the item value.
Refunds are not offered for packages lost in transit.
What you can do now
Confirm the shipping address on your order confirmation.
Check tracking for the last scan and any delivery notes.
If there’s been no movement for 10 business days, email [email protected] within 30 days of the last tracking update with:
Order number
Current shipping address and phone number
A brief summary of the tracking status
Our team will review and ship a replacement as quickly as possible.
Important notes
We can only ship replacements to valid, deliverable addresses.
Addresses with repeated delivery issues may be flagged and require a new shipping address for future orders.
For orders marked “Delivered” but not received, please see our separate FAQ article for the correct steps and timeline.
We’re here to help and want every order to arrive safely. If you have questions, reach out to [email protected] and we’ll take care of you.