Lost / Stolen PackagesUpdated 4 months ago
While we are not responsible for FedEx lost or stolen packages, we'll gladly help you work with them to locate your package and find a solution. All lost, damaged, and missing packages should be reported to Zoe Customer Experience team within 5 days of delivery.
If your package shows as delivered, we recommend to first wait 24-48 hours to see if your package is delivered after the confirmation is sent. You may also want to check with your neighbors in case of a mishap with delivery.
After 48 hours of a confirmed missing delivery, call FedEx as soon as possible at 800-463-3339 and tell them you need a "Trace."
The dedicated agent will follow up with the driver, station, and you, to try to figure out what happened. If they cannot locate the package, they will give you a case number. FedEx may be able to do this quickly, or it can take up to a week to fully investigate. Please forward that case number to [email protected] along with details about your missing package, and we’ll do our best to help.
Zoe does not issue refunds for orders that are lost in transit by the carrier or reported as stolen, but we are happy to help you as much as possible. If your order is shipped via FedEx Home Delivery, 2Day, or Overnight, there will often be a photo confirmation on your tracking link showing your order as delivered. Any orders that are re-shipped may not be eligible for returns. For more information and for support on your specific case, please reach out to us at [email protected].