Help with Lost, Damaged or Stolen Packages

USPS Tracking Status Updates & Common Delivery Concerns: 

Pre-Shipment / Sent to USPS / USPS Awaiting Item

Black Hearted Tart does not create shipping labels in advance, nor do we hold packages in house for more than 2 business days. If you received your tracking information via email, that means your package is already on its way! It may take USPS a day or two to scan it into their system. If there’s no update after 3 full business days, feel free to reach out to us and we’ll help troubleshoot.

In Transit / Arrived at USPS Facility / Departed USPS Facility

These scans show that the package is moving through the USPS network, though it might stop at the same facility more than once, or appear to “pause” in one place. Sometimes packages miss a scan, especially during busy seasons, bad weather, or due to smudged barcodes. In most cases, tracking will resume once it hits the next hub. If tracking hasn’t updated after 2+ business days of inactivity, we recommend submitting a Missing Mail Request with USPS to prompt an update.

Marked “Delivered” - but you can’t find it.

If your tracking says “Delivered” but your package is missing, please follow these steps before contacting us or USPS.

  • Check all doors (front, side, back), mailboxes, porches, bushes, or protected areas.
  • Ask neighbors, housemates, or building staff if they accepted it for you.
  • If it’s been 24+ hours and still missing, call your local post office—they may have marked it as delivered but still have it on the truck. 

If the package remains missing after inquiring with USPS, please email us at blackheartedtart@gmail.com.

Please include:

  • Your full name and order number
  • The steps you’ve already taken (e.g., checked with neighbors, contacted USPS)
  • Please also provide us with any claim/case numbers given to you by USPS, so we may follow up with them on your behalf.

Damaged, Incorrect, or Missing Items?

Please email us as soon as possible with:

  • Your full name and order number
  • Photos of any damaged or incorrect items

We have a very small team. Please allow us time to review your email and research your inquiry.  We will work with you to resolve the issue as quickly as possible. We strive to respond within 48 hours.