Please tell us straight away rather than waiting. A TBYB carrier is usually booked to move on to another host within days, so the sooner we know, the more we can do.
What we'll need from you
The order or invoice number
Your name as it appears on the TBYB list
A screenshot of the tracking
What you've already checked: anyone else at the address, safe places, the lobby or mailroom, and whether a neighbour may have taken it in
What happens next
Our TBYB team picks it up from there.
Who is responsible for a carrier that goes missing in transit is set out in the Try Before You Buy Terms & Conditions, and it depends on the tracking status rather than on who last had the carrier.