If the tracking shows the package was delivered but your customer reports they didn’t receive it, we’re not able to cover the cost of a remake or reshipment, because there is no evidence to prove that this package was not delivered. So you need to place a new order.
At the same time, we recommend taking the following steps to try to locate the package:
① Contact your local post office to check the delivery status.
② Try looking for the package around your address or nearby areas.