Handling Lost in Transit Orders for Core Countries | Portless Help Center
Handling Lost in Transit Orders for Core Countries
This guide outlines the criteria, exclusions, and claim timelines for handling lost packages shipped to the US, UK, Canada, and Australia.
June 12, 2026
Lost in Transit refers to the situation when a shipment or package fails to reach its intended destination due to various reasons during transportation. This can occur because of mishandling, incorrect address information, logistical delays, or other unforeseen issues. This article outlines the process and timelines for resolving these incidents for orders bound to core countries.
What are the core countries?
This policy applies only to orders shipped to the core countries: the United States, the United Kingdom, Canada, and Australia. Orders to all other countries are not eligible under this policy.
Definition of a Lost Package
A package is considered lost under the following conditions:
- It has not been delivered more than 15 business days after the initial shipment date, AND
- The tracking information for the specific order has not been updated in the last 5 calendar days.
- Regardless of the shipping speed (priority or standard), we will follow the same policy.
Claims Process
Claim Submission Deadline: All claims for late and lost packages must be submitted within 90 days of the original shipment date. Claims submitted after this timeframe may not be eligible for review or compensation.
Exclusions: Orders Not Eligible for Lost Package Claims
The following order statuses are excluded from lost package consideration and compensation:
- Out for Delivery Attempts (including the status and events that may be part of a general Exception Status)
- Customs held
- RTS - Bad Address, etc.
- Canceled/Archived
- Label Created - Needs investigation
- Orders to countries other than the US, UK, CA, AUS
Estimated Transit Time & Potential Delays
Our standard estimated delivery window for international shipments to the United States is 6-10 business days from the date of shipment. Please note that this timeframe is an estimate and not a guarantee. Various factors can influence delivery times, including but not limited to:
- Customs clearance procedures in both the origin and destination countries.
- Weather events and natural disasters.
- Logistical issues within the shipping network (e.g., transportation delays, sorting errors).
- Local postal service handling within the United States.
We continuously strive to minimize delays and provide the most accurate tracking information possible.