Package Not Delivered?

We are sorry to hear that your package has gone missing. Carriers occasionally mark packages as "Delivered" before they drop them off.  Please contact UPS directly if more than two hours have passed since you received a delivery notification.  We also recommend checking any covered areas, porches, side doors, garage doors, or with neighbors before contacting UPS about a missing package. 

Note that West Third Brand is released of accountability once UPS takes possession of the goods, plus West Third Brand is not responsible if you input the incorrect address on your order nor is West Third Brand responsible for theft at the destination.  Please also note that tracked deliveries that cannot be delivered because of absent clients will be shipped back to West Third Brand and then cancelled.

As the makers, we have no control over the weather or the logistics of UPS.  The quickest and easiest way to get information about your shipment or delivery is to contact UPS directly at the number below.  We are more than happy to assist, keep in mind the information we receive comes directly from UPS too. 

If you cannot be home at time of delivery:
Redirect your package to your neighbor, a local collection point, or to your neighborhood UPS Store.  Or reschedule the delivery date.  You can manage your delivery directly from the UPS website via the tracking link provided with your shipping notification email or your UPS app. 

In the unlikely event that your shipment is undelivered, due to an error by UPS, or if the shipment has been delivered to a local pick up point, again, we urge you to contact UPS directly.  You'll need your tracking number to arrange a re-delivery or to arrange pick up. 

West Third Brand is not responsible for missing, lost or stolen packages once they are delivered at the address you have provided; please ensure your orders are delivered to a safe place.  To avoid the risk of theft, shipping to your place of work, commercial address, a local pick-up point or to your neighborhood UPS Store is highly recommended.

If you believe that theft has occurred we suggest that you call UPS immediately with the tracking number provided with your shipping/delivery notifications. UPS will need to hear from you to start an investigation.

UPS Customer Service: (800) 742-5877

Afterwards please contact us at, please provide recipient's name, address, order number, etc.  And at that time we will assist in providing UPS with information regarding your order.  UPS will need to speak with both parties involved in order to open an investigation.  However, as the supplier of the goods, we must follow UPS's protocols which may take up to 7 business days to receive feedback and/or resolve.