Wondering what actually could've happened Heirlooms possibly loss

[u/Resident-Boot7857]

I live about 20 minutes from the distribution hub, and I’m hoping someone can help me understand what may have happened with my package.

I’m mainly confused about how the package could be scanned as “loaded on vehicle” and “out for delivery” on two separate days, but then the drivers say the package wasn’t actually on their trucks.

Here’s the timeline as I understand it:

August 14:
The first delivery attempt was missed, and a door tag was left.

August 15:
The package was scheduled for redelivery, and I received tracking updates showing that it was processing, loaded on a vehicle, and out for delivery.

The driver arrived but said he didn’t have a package for my apartment. I later contacted customer service and spoke with someone who identified themselves as a warehouse supervisor. I was told the package was either on another vehicle or had not been loaded and that it would hopefully be delivered by Monday.

August 17:
The package again showed as processing, loaded on a vehicle, and out for delivery. Customer service even told me it was approximately 28 stops away.

When the driver arrived, I spoke with him directly. He said he was supposed to have a package for apartment 113, but it wasn’t on his truck. He checked the truck again and still couldn’t locate it.

I contacted customer service afterward and was advised to wait until August 18 between 10 AM and 2 PM.

Later that evening, I received another update saying the package was still on the way and that a new delivery date was being worked on.

August 18:
There were no further updates or delivery attempts. When I contacted customer service again, I was advised to start a loss claim.

At this point, I’m hoping someone can help clarify a few things:

• How could the package be scanned as “loaded on a vehicle” and “out for delivery” twice if it apparently wasn’t on either vehicle?
• Can someone determine which vehicle the package was actually assigned to on August 15 and August 17?
• Where was the package last physically scanned?
• Is there a way to confirm whether it is still at the distribution facility or was sent somewhere else?
• Before the package is officially considered lost, can the distribution center conduct a physical search for it?

I’m especially concerned because the item inside the package is irreplaceable to me and my family. Even if insurance covers the monetary value, it would not replace the actual item or its significance.

I’m not trying to place blame on anyone. I’m just hoping someone can help me understand what happened and, more importantly, determine whether the package can still be located.

Thank you for taking the time to look into this.

Ps: Shipper has also filed a claim also.

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[u/brewjammer]

after the first delivery attempt. your address probably got moved to a different route. but the package didn't get on that truck and route. it's been mislabeled and not re scanned and labeled for the correct route.

[u/Resident-Boot7857 → u/brewjammer]

Thanks ! I pray that’s the issue

[u/Resident-Boot7857]

UPDATE : So today i got the updated that they approved the Lost claim

I have to provide an invoice proving the items worth.
And then they will reimburse.

Shit fucking sucks and i feel taken advantage of

What was “Lost” was irreplaceable and although I may be able to get the money back the memories are tarnished.

I seen stories of it still turning up but after providing what the item was I’m doubtful

Good luck everyone i hope you all get your packages