Who do I contact if I have issues with my package?

It depends on the type of issue. Here's how to figure out who to contact.

Issues with the contents of your package

If your package has been delivered and you have a problem with what's inside, a damaged item, the wrong product, a missing piece, the right first contact is the company where you placed your order. As the shipping carrier, International Bridge handles the delivery of your package but does not have access to order details, product information, or return and refund processes.

Contact the retailer directly and provide them with your order number and a description of the issue. They are best positioned to resolve it quickly.

Issues with delivery: package not received, delayed, or missing

If your package hasn't arrived, is showing an unexpected status, or appears to be lost in transit, we're here to help. The fastest first step is to track your shipment using your tracking number or order number. Our tracking tool shows real-time status updates across the full delivery journey.

If tracking doesn't resolve your question, contact our customer service team:

Common delivery issues and where to start

Your tracking says 'Delivered' but you haven't received the package

First, check with neighbours or anyone at your address who may have received it on your behalf. Then contact your local Post Office directly. They can look up the delivery scan and often resolve this quickly. You can find your local Post Office's address and phone number on our tracking page for easy reference. If the issue is not resolved, contact us or the company you ordered from. See our full guide on what to do when tracking shows 'Delivered' but you haven't received your package.

Your package shows a shipping status you don't recognize

See our page on common shipping status messages explained for a full breakdown of what each status means and what to do next.

Your package is being returned

If your package is on its way back to the sender, see why it's taking so long for my package to return for context on the USPS return process. We recommend contacting the company you ordered from to arrange a reshipment.

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