My package is lost — what now?

When is a package considered lost?

A package is considered lost if: it has not been delivered within 10 business days after dispatch (3 days for Kathmandu Valley), the tracking has not updated in 5+ business days, or the courier officially declares the shipment as lost.

Steps to take if your package is lost

1. •Check the tracking status in the Troverve app under 'My Orders'.
2. •Contact the courier directly using the tracking number shown on your order page.
3. •If the courier cannot locate the package, go back to your order and tap 'Open a Dispute'.
4. •Select 'Item Not Received' as the reason.
5. •Include your tracking number and any communication you had with the courier.
6. •Submit the dispute — Troverve will take over the investigation.

The investigation process

Once a lost package dispute is opened, Troverve contacts the courier on your behalf to trace the shipment. This typically takes 3–5 business days. If the package cannot be located, Troverve issues a full refund to your original payment method — the seller is covered by Troverve's Shipping Protection.