Thank you for ordering from Bright Brain. We share the excitement of our products arriving at your doorstep and are here to help with any delivery issues! Please note that there have been quite a bit of changes with delivery services lately. Those, along with Covid, have been causing some significant delays or routing issues that have affected a number of customers.
With hundreds of millions of packages being shipped every day through UPS and USPS, there are unfortunately going to be random issues. We do everything we can to ensure reliable delivery and almost 100% of orders are processed in 12 hours, depending on when it is placed.
First, check the tracking status for your purchase. This can be done using the tracking information we emailed to you when your order was shipped, or by viewing your order history in the account section of the website. This can let you know what date and time your order was delivered.
If your package says delivered, but no package can be found, you’re going to want to do a couple of things before reaching out to the post office after you have verified the tracking shows the item as delivered.
- First, you’re going to want to check all the places outside that the post office may have left your package. Your mailbox, your front door, your neighbors, even your garden by the front door! We have seen some funny locations where packages have been found in the past, so check everywhere! A lot of times packages can be delivered by someone on your mail route that isn’t the “regular” mail delivery person, and they may not know where your packages should be left.
Even if this sounds ridiculous, it's good to check.
- If you have checked everywhere, and you are sure the parcel shows delivered, but you have not received it, you should then contact the local post office. To do this, simply go to https://www.USPS.com and click the link to 'Locate Your Post Office'. For UPS package, you can simply call their toll-free number.
When you find your local post office, give them a call. You can provide the tracking number and explain to them the situation. They have the ability to look up the activity in their system, speak to postal worker who delivered your package, and even look up the GPS coordinates on the device when your parcel was scanned when it was delivered.
They might need to call you back with this information, but it is the easiest resource to get your package.
- If your local post office or UPS is unable to locate the parcel quickly, we recommend doing an official location request. For a USPS location request, please click here.
For UPS missing mail, please click here.
These requests typically take up to 3 business day to complete, but will force the local offices, where your package was last scanned, to locate it and complete the delivery.
- If the order is still unable to be located, you still might have a couple more options. If you placed the order using any UPS option or any USPS option except First Class, you will have a minimum of $50 to $100 of coverage. Bright Brain is happy to file a claim on your behalf and when approved, a new order will be shipped out at no cost to you. This also applies to lost parcels.
Please be aware that Bright Brain has no control over the delivery process of any orders once the item has been picked up from our facilities. We cannot change, halt or modify any delivery options once in transit. If a parcel is returned to us for reasons such as an invalid address, please let us know as soon as possible. We can provide the shipping cost, so it can be sent back out right away.