My order was stolen or misdelivered

If tracking shows your order as “Delivered” but you haven’t received it, don’t panic — there are a few quick steps to take before we file a claim.

1. Check your surroundings.
   Carriers sometimes leave packages in secure or concealed locations, such as behind planters, at side doors, or with building staff. In some cases, carriers may leave a package in a protected area during adverse weather conditions.
   
   

2. Ask neighbors or household members.
   It’s possible someone accepted or moved the package without realizing it.
   
   

3. Wait 24 hours.
   Occasionally, a package may be scanned as “Delivered” before the driver actually drops it off.
   
   

If it’s still missing after 24 hours, contact support@touchofmodern.com and include:

• Your order number

• A photo of your delivery area (optional but helpful for carrier investigation)
  
  

• Confirmation that you’ve checked nearby and waited the 24-hour window
  
  

We’ll file a claim with the carrier to begin an investigation.

If the package is confirmed stolen or misdelivered, we’ll review replacement or refund eligibility.

If you opted for Shipped Shield Package Assurance with your order, you may qualify for a claim. For more information on this, you can visit our FAQ here.

Important: Claims must be reported within 7 days of the marked delivery date so we can work with the carrier in time.

Note: Orders that show confirmed delivery to the correct address may not qualify for refund if loss or theft occurred after delivery, or if repeat-claims continue to occur at that delivery address. Our team may advise that future delivery claims may be denied if we've previously advised an alternate address for deliveries.