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, we recommend filing a claim for a reimbursement or replacement. 

How to File a Claim (Lost, Stolen, or Damaged Packages)

When filing a damage claim, please note: 

  • You’ll need photos of the damages! Please remember to show both product damages and packaging damage. 

USPS: As noted in our Terms & Conditions, once your order leaves our studio, it is in the hands of USPS.  Black Hearted Tart is not liable for lost, stolen, or damaged packages. If you removed Route Insurance from your cart, then filing a claim with USPS is your responsibility. All USPS Ground Advantage and Priority Mail comes with included insurance up to $100. USPS refunds are not guaranteed and are handled on a case-by-case basis. File a USPS Claim

Route: There are 2 claim options with Route -item replacement or a refund. Please note, Route only refunds the purchase price you paid for the items. They will not reimburse the amount of discounted or free gift items. If you are unsure about whether to choose a refund or a replacement, please contact us via email BEFORE filing your claim for assistance. File a Route Insurance Claim

Still need help? Email blackheartedtart@gmail.com with your full name and order number. For faster service, please include the steps you've already taken with USPS or Route in your email. Please also provide us any claim numbers given to you.  We’ll respond within 1 business day.