I'm unable to locate my packageUpdated 2 months ago

In case you are unable to locate your shipment, please review the following tips prior to reaching out to us:

1. Ensure that the correct shipping address was entered for your order. As our shipping policy states, FAO Schwarz is not responsible for orders shipped to the incorrect address due to the incorrect address being entered at checkout.

2. Confirm that there is no update on tracking stating that your package was returned to the sender. 

3. Check around your property and with nearby neighbors if possible. 

4. If you live in a building, check with the concierge/mail room to see if they received your package and have it on hand. 

If a package is marked as delivered by the carrier but you are unable to locate the package, it may have been lost or stolen after delivery. unfortunately FAO Schwarz is not responsible for lost or stolen shipments. You will be responsible for filing a claim with the carrier.

If you still cannot locate your package after reviewing these steps, please submit an inquiry here.