If your shipping carrier shows your item has been delivered but you haven't received it, we understand you may be feeling anxious or nervous about where your item is. The first thing you should do in this situation is reach out to your surrounding neighbors to ensure the package was not accidentally delivered to the wrong address. 

 

If they have not received it, Contact Us by clicking the "Contact Us" button at the bottom of the Help Center page (or down below) and we will start an investigation with the delivery carrier. If you have already started an investigation with the carrier, please know that we must complete our own internal investigation. 

 

As part of this investigation, it is a requirement that you submit an affidavit for our records. Get details and access the affidavit from our blog post on What to Do if Your Package is Marked Delivered But Not Received?

 

Once you complete the affidavit, visit the Help page on StockX, select the Contact Us button to create a case (Buying > Current Order or Purchase > Item not received but shows delivered), and attach the affidavit (PDF) to the case attachments so we may begin to file a claim on your behalf.

 

• Eligibility: You must reach out to StockX within 30 days of your tracking information saying "delivered" in order for us to initiate a claim for your package.
• Time frame: This investigation process could take up to 10 business days from the start of the investigation.

 

Please be aware, if a forwarding service has been used, a claim cannot be processed on an order that is marked as delivered to that address. 

 

For additional scenarios to consider when your item can't be located or there is damage to it in the shipping process and to determine claims eligibility, refer to:

 

FAQ: What happens if my item gets lost or damaged while buying on StockX?

FAQ: What happens if my item gets lost or damaged while selling on StockX?