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Frequently Asked Questions

Q: My USPS/UPS tracking says my package was delivered but I haven't received it. What do I do?
A:We understand how frustrating this can be. If you received a notification that your items were delivered, but you have not received your package, please take the following steps:

  1. Contact your local USPS/UPS office (not the national hotline) immediately. Sometimes, your items may have been delivered on the wrong porch or in the wrong mailbox, and since our packages are insured, USPS/UPS is liable. Contacting your local office as soon as possible is essential in making sure that, if your item was delivered improperly, it can be retrieved by your postal carrier and be scheduled for redelivery.
  2. Once you have proactively contacted the USPS/UPS office, wait 24 hours. It happens fairly often that tracking is updated prematurely, and your items will show up within the next 24 hours.
  3. If your items have still not been delivered, it’s time to file a claim with the USPS/UPS or the police department if you believe your items have been stolen. Please retain your claim and/or police report numbers, as these are essential in helping us to best serve you and provide any assistance we can. 


A: First, we’re so sorry! Unfortunately, when it comes to shipping, we are only able to see the same tracking information that you are! You will want to contact the carrier (USPS / UPS) directly with your tracking number to gain more information on what is going on with your package! Once your order has been fulfilled and shipped by Mountains & Mermaids, it is the responsibility of the USPS/UPS to successfully deliver your package. 

Here is a link to some additional resources that other customers have found to be helpful:    

USPS - https://www.usps.com/help/missing-mail.htm    

UPS https://www.ups.com/us/en/support/file-a-claim.page

Q: Why can’t you file the claim for me?  

A: As much as we would love to do this, once an item is documented as delivered by the USPS/UPS, we are unable to file a claim. As the recipient, you are the only one who can effectively claim you did not receive the items that the USPS has stated they delivered.  We will, however, file any claim for an item that has not reached delivered status.

 Q: What happens if USPS/UPS denies my claim? 

 A: If USPS/UPS denies your claim, please retain the claim number. The USPS/UPS has determined that the package was delivered to the address listed on the label. This often means that you were victim of a theft, and a police report will need to be filed. Please keep us up to date on this, and if there is anything we can do to assist, we will help you. 

Q: What happens if USPS/UPS approves my claim?

A: If USPS/UPS approves your claim, you will be issued an insurance payment from USPS/UPS based on the value of your purchase.

Friendly Reminders for a Quick & Efficient Experience:
1) Please ensure that when placing your order, that your shipping address is correct and in the proper format.
2) If you have recently moved, please make sure you update your change of address with the USPS. This will prevent items from being held or misdelivered.
3) Keep your mail box clear. Make sure that you always check your mail, so that the postal worker has ample room to deliver your items. 
4) Most importantly, provide a safe delivery space. All too often these days, Porch Pirates scan neighborhoods and steal visible packages right off of doorsteps. Providing a secure location will aid in preventing this occurrence. 

*Mountains & Mermaids is not held liable for any lost or stolen packages...

Thank you for supporting our mermaid owned small business!