Re: Order #2389089NA

Hi Madde, We understand the urgency of resolving this matter and are committed to helping you find a resolution. The tracking for Order #2389089NA shows your parcel as delivered on Monday, 7/20/2026 at 2:55 pm and signed for by "M.Maddie”. I've also attached the FedEx proof of delivery for your reference. We kindly suggest checking with your housemates and neighbours in case they accepted the parcel on your behalf. It may also be worth looking around the vicinity of your home in case the courier left the package in a safe spot near your door. If the parcel does not turn up, please contact your local FedEx office directly. You can find their contact information here: https://www.fedex.com/en-us/customer-support.html. To file a claim for a lost or stolen parcel, you may use this link: https://www.fedex.com/en-us/customer-support/claims.html You can also report a missing package directly through the tracking page: https://www.fedex.com/fedextrack/?trknbr=532552783808&trkqual=2461237000~532552783808~FX&manageDelivery=disputeDelivery If you have any further questions or concerns about your order, please don’t hesitate to reach out, and we’ll be glad to assist. For follow-ups, kindly include all of your questions in one email so we can address them efficiently. Kindest, Jesselle X

Dear Madde, Thank you for your reply. We appreciate you checking with your neighbours, and thank you for clarifying the spelling of your name. We've noted that the signature shown on the proof of delivery does not match how you would normally sign your name. Regarding your request for the 9-digit FedEx shipper or payer account number, I'm afraid we're unable to share this information publicly. Would you mind letting us know why FedEx has requested this information or how you intend to use it? Once we understand what it's needed for, we'll be happy to see if there's another way we can assist or provide the information FedEx requires. We look forward to hearing from you and will continue assisting you with this matter. Kindest, Anna x

Dear Madde, Thank you for your email and for sharing the screenshots. The first image is for obtaining the Proof of Delivery, which we've already provided to you. Regarding the second image, FedEx requires customers to sign in with or create a personal FedEx account before they can submit a claim online. Unfortunately, this is a requirement set by FedEx, and it is separate from our shipper account. As such, we're unable to provide our FedEx account number for this purpose. If you're unable to submit a claim through the online portal, we recommend contacting your local FedEx Customer Service team directly. They can assist you with opening a delivery dispute or advise on any alternative options available. Please rest assured that we're also continuing to work with FedEx on our end and will keep you updated as soon as we receive any further information from their investigation. If there's anything else we can help with in the meantime, please don't hesitate to let us know. Kindest, Anna x

Hi Madde, On behalf of Anna, you are more than welcome! We are glad to be of help. :) If you have other questions or concerns about your order, reach out to us anytime and we will gladly assist you. For follow-ups, please include all of your questions or concerns in one email so we can address them all efficiently. Kindest, Jesselle X

Dear Madde, Thank you for getting back to us with an update and we appreciate you taking the time to file the claim with FedEx. Please keep us posted once you receive more information about who signed for and accepted the package. If FedEx needs any additional information from us regarding the shipment, we'll be happy to help in any way we can. If you have any other questions or concerns about your order, please reach out to us anytime and we’ll be happy to assist. For follow-ups, we kindly ask that you include all of your questions in one email so we can address them efficiently. Kindest, Katrina x

Dear Madde, Thank you for getting back to us with an update. We appreciate the efforts you’ve made to follow up with FedEx and request the building’s security footage. We understand your concerns, especially given the circumstances you’ve described with the parcel being left in the lobby and not in the mailroom. Once you receive the footage, you are welcome to share it with FedEx and continue disputing their report if it provides further evidence about what happened after delivery. While we cannot guarantee the outcome of FedEx’s review or whether compensation will be provided, any additional evidence may help them reassess the situation for possible mishandling of the delivery. Please feel free to keep us updated on any developments. If FedEx requires any further information from us regarding your order, we’ll be happy to assist where we can. We’re sorry for the frustration this has caused and appreciate your continued patience while you work through this with FedEx. If you have other questions or concerns about your order, reach out to us anytime and we will gladly assist you. For follow-ups, please include all of your questions or concerns in one email so we can address them all efficiently. Kindest, Katrina x