I’m a seller and my shipment was lost in transit, what should I do?

If you shipped using a Grailed Label, our Support Team will work directly with the carrier and buyer to resolve the issue (i.e., before the carrier marks the package as delivered). Once the carrier marks the package as delivered to the shipping address provided by the buyer at the point of sale, the order is considered fulfilled and risk of loss transfers to the buyer. Grailed is not liable for any lost, stolen, or damaged packages after the carrier confirms delivery. The buyer is responsible for locating the package after it has been marked as delivered.

However, if you did not ship using a Grailed Label and tracking information is inconclusive for an extended period of time, you should file a lost/stolen package claim with your carrier so they can put out a search for it. If the carrier is unable to locate or deliver the package, the buyer is entitled to a full refund for this sale.