Late package
Before you worry:
- Check the tracking in the app — the package may still be in transit
- Wait a few days — delivery times can vary (1-5 days within Switzerland)
- Check with your neighbors or your mailbox
Lost package
If tracking shows the package is lost or there hasn't been an update in several days:
- Contact the seller via the order messaging
- If the seller has a tracking number, ask them to contact the carrier
- If the issue persists, open a dispute from the order
For sellers
If a buyer reports a lost package:
- Check the tracking number with the carrier
- Provide proof of shipment (photo of the package, drop-off receipt)
- Contact the carrier to open a search inquiry
- If the package is confirmed lost, contact support@covy.app
Prevention
- Sellers: always use tracked shipping
- Sellers: keep the carrier drop-off receipt
- Buyers: make sure your delivery address is correct and complete
Refund
If the package is confirmed lost and the seller can't prove delivery, Covy can step in to resolve the situation. The outcome depends on the available evidence.