Two separate problems fall under “Aeropostale order not delivered”, and they need different responses. The first is when tracking says Delivered but nothing is at your door — that is a mis-delivery or theft situation, and the carrier is the right first call. The second is when tracking shows your order is still in transit but has passed its expected delivery date — that is a delay or lost-in-transit situation, and the carrier is still the right first call.
In both cases, going to Aeropostale first wastes time. They will ask whether you have contacted the carrier, and the carrier’s investigation data is what Aeropostale needs to issue a replacement or refund. Work through the sequence below.
Tracking says delivered but package not here: what to do first
Before contacting anyone, spend five minutes on these checks — they resolve a significant portion of “delivered but missing” reports:
- Check all delivery locations at your address. Front door, back door, garage, side entrance, mailbox, any parcel locker or building mail room.
- Check with neighbours. FedEx and USPS drivers sometimes leave parcels with adjacent units or neighbours, especially in apartment buildings.
- Look for a delivery notice. A yellow FedEx door tag or USPS PS Form 3849 means the package was not left — it’s held at a facility awaiting collection or redelivery.
- Check the exact delivery time. Open the tracking page and note the exact timestamp. If it shows delivered in the last 2–4 hours, the parcel may still be on its way — “delivered” status occasionally appears before the physical drop-off in the FedEx system.
To pull up the full delivery record including GPS confirmation and delivery photo (where available), check your Aeropostale tracking page — enter your FedEx or USPS number to see every scan event.
If none of the above resolves it, move to the carrier contact step.
Package still “in transit” past the expected delivery date: when to act
If your tracking is still showing in-transit status after the delivery window has passed, use this timeline to decide when to escalate:
| Time past expected delivery date | Action |
|---|---|
| 0–1 business day | Wait — minor carrier delays are common and self-resolve |
| 2 business days | Check the carrier portal directly for any exception or delay notice |
| 3 business days | Contact the carrier to open an investigation |
| 5 business days | Contact Aeropostale if carrier investigation yields no resolution |
Do not wait more than 5 business days past the estimated delivery date before contacting Aeropostale. Their standard missing-parcel resolution window is 2–3 business days, and the earlier you open the case, the earlier you get a replacement or refund.
How to contact FedEx about a missing Aeropostale package
FedEx handles the vast majority of Aeropostale standard and express US shipments. Here is how to open a claim efficiently:
Phone: 1-800-463-3339 (available 24/7 for tracking enquiries; claims are handled during business hours)
Online: File a claim at FedEx.com
When you call or submit online, have ready:
- Your FedEx tracking number (from your Aeropostale dispatch email)
- The expected delivery date
- Your delivery address
- A description of the package contents and approximate value
FedEx will open a trace on the shipment. For a “delivered but missing” situation, they will check GPS delivery confirmation and, if available, a delivery photo. For in-transit missing packages, they will conduct an internal facility search.
FedEx typically responds to trace requests within 1–3 business days. If the trace confirms the package cannot be located, they will issue a claim reference number — you will need this when contacting Aeropostale.
How to contact USPS about a missing Aeropostale shipment
Economy Aeropostale orders ship via USPS. USPS investigations take a different path from FedEx.
Phone: 1-800-275-8777 (Monday–Friday 8am–8:30pm, Saturday 8am–6pm ET)
Missing Mail Search: missingmail.usps.com — submit a search request online; USPS will search its facilities for up to 30 days
Local Post Office: If tracking shows delivery at your address but nothing arrived, your local post office can check the carrier’s GPS scan data and delivery confirmation detail.
For USPS, the missing mail search is more effective than a phone call for packages that have been in transit for more than 7 days. File the search request at missingmail.usps.com with your tracking number, ship date, sender and recipient addresses, and a brief description of the contents.
USPS’s standard investigation window is 7–10 business days. If the search finds nothing, USPS will issue a claim confirmation — keep this for your Aeropostale case.
How to contact Aeropostale for a missing or stolen package
Contact Aeropostale at this stage only — after you have a carrier trace number or investigation reference.
Phone: 1-877-289-2376 (Monday–Friday 9am–9pm, Saturday 9am–6pm ET)
Online: Aeropostale Customer Service → Order Issue
When you contact Aeropostale, provide:
- Your order number
- The carrier trace or investigation reference number
- A brief description of what happened (delivered but missing, or past delivery date)
Aeropostale’s options at this point are typically:
- Reshipment — a replacement order sent at no charge, usually with standard shipping
- Refund to original payment method — processed within 5–10 business days
Aeropostale will not always require a completed carrier investigation before acting. In many cases, especially for lower-value orders, they will offer a replacement or refund once you confirm you have contacted the carrier. Having the carrier reference number speeds this up significantly.
Aeropostale refund or replacement: what to expect and how long it takes
Once Aeropostale confirms your case:
| Resolution type | Processing time | Notes |
|---|---|---|
| Replacement order | 1–2 business days to dispatch | Ships via standard method; new tracking number issued |
| Refund to card | 5–10 business days to appear | Depends on your bank’s processing time after Aeropostale issues the refund |
| Refund to PayPal / digital wallet | 3–5 business days | Typically faster than card refunds |
| Store credit | 1–2 business days | Usually the fastest option if offered |
If Aeropostale declines to act because the carrier marked the package as delivered and considers the matter closed, you have one further option: a chargeback with your card issuer. Contact your bank or card provider and describe the situation — they can dispute the charge on the grounds of non-delivery. Most card issuers allow 60–120 days from the statement date to file a dispute.
Frequently asked questions
What do I do if my Aeropostale package says delivered but I did not receive it?
Check all delivery spots at your address (front door, back door, mailbox, parcel locker, with neighbours). If nothing is found, contact FedEx (1-800-463-3339) or USPS (1-800-275-8777) and ask them to check the GPS delivery confirmation and any delivery photo. Once you have the carrier’s response, contact Aeropostale at 1-877-289-2376 with your order number and the carrier reference.
How long does Aeropostale take to issue a refund for a missing package?
After Aeropostale confirms your case, refunds to a card typically appear within 5–10 business days. Refunds to PayPal or digital wallets are faster, usually 3–5 business days. Store credit is issued within 1–2 business days if you choose that option.
Can Aeropostale resend an order that was never delivered?
Yes. If the carrier confirms the package was lost in transit or the investigation finds no delivery, Aeropostale will typically offer a replacement shipment or a full refund. You do not always need a completed investigation — contacting Aeropostale with a carrier trace reference number is usually sufficient to begin the process.
My Aeropostale tracking has not updated in 5 days. Is it lost?
Not necessarily. FedEx Ground can go 24–48 hours between scan events during normal transit. A 5-day gap with no movement is worth escalating, but parcels do occasionally arrive without any in-transit scans after the origin facility. For a full breakdown of what each status means and the exact wait windows before escalating, see the guide to Aeropostale tracking not updating. Contact FedEx (1-800-463-3339) or check FedEx.com to open a trace before concluding the package is lost.
Does Aeropostale cover stolen packages?
Aeropostale will typically offer a replacement or refund if delivery confirmation exists but you did not receive the parcel — whether the cause is theft, mis-delivery, or carrier error. They will not always require a police report for lower-value orders. For higher-value orders, having a police report number for porch theft can help if the carrier disputes the claim.
