When an order is reported missing, My American Goods may request or review information provided by the shipping carrier, including:

• Official tracking and delivery records.
• GPS location associated with the delivery scan.
• Delivery photographs, when available.
• Driver or postal carrier investigation findings.
• Delivery address and shipment details.
• Carrier service requests or claim determinations.

Verified delivery: When available carrier evidence confirms delivery to the correct address, the shipment may be classified as delivered for purposes of evaluating the claim.

This finding does not automatically determine whether a separate claim involving theft after delivery is eligible for shipping protection.

If a carrier confirms successful delivery but the customer believes the package was subsequently stolen, the matter may be reviewed as a suspected theft claim.

Customers may be asked to provide:

• A written description of the circumstances surrounding the missing package.
• Confirmation that the delivery address was correct.
• Confirmation that household members, neighbors, building staff, or other authorized recipients were contacted where applicable.
• Any relevant doorbell camera footage, photographs, or other available evidence.
• A police incident report or report number when reasonably necessary to investigate the circumstances.

Documentation requirements: My American Goods may request additional reasonable information to evaluate a theft claim. A police report is not automatically required for every claim, and its existence does not independently establish eligibility.

When delivery is disputed, My American Goods may initiate or coordinate an investigation with USPS, UPS, FedEx, or another shipping provider.

We may request that the customer cooperate with reasonable investigative steps, including providing additional details or contacting the carrier when necessary.

Claim review: A refund or replacement is not automatically issued solely because a customer reports that a package is missing.

Carrier findings, available evidence, and the applicable protection terms will be considered before a decision is made.

Accurate information is essential to reviewing shipping protection claims.

When a claim contains material discrepancies, conflicting accounts, or information inconsistent with carrier records, My American Goods may request clarification or supporting documentation.

Claims may remain pending while reasonably necessary information is obtained. Claims involving materially false representations or falsified documentation may be denied after review, subject to applicable law and protection terms.

A difference between a customer's account and carrier records does not, by itself, establish dishonesty or fraud.

Shipping protection is subject to its published eligibility requirements, exclusions, and claims process.

Depending on the circumstances and applicable coverage, an eligible claim may result in a replacement, refund, or other remedy described in the protection terms.

No automatic approval: Purchasing shipping protection does not guarantee that every reported loss will qualify for reimbursement.

Decisions are made following a reasonable review of the information available. Nothing in this policy limits rights or remedies that cannot legally be waived.

Customers can help prevent delivery problems by:

• Providing a complete and accurate shipping address at checkout.
• Monitoring carrier tracking notifications.
• Arranging secure delivery where possible.
• Checking with household members or building personnel before reporting a package missing.
• Reporting suspected delivery problems promptly after discovery.
• Cooperating with reasonable requests for information during a claim review.

Customers who regularly experience package theft are encouraged to use secure delivery locations, carrier pickup options, or signature services when available.