What to Do If Your Order Is Lost or Delayed

Doheny’s works closely with our shipping carriers to ensure orders arrive safely and on time. However, in rare situations packages may experience delays or appear to be lost in transit. This guide explains what steps to take and how our team works with the carrier to investigate the issue.

If Your Package Appears Lost in Transit

In most cases, we will open a package tracer with FedEx to help locate the shipment. This process allows the carrier to track the package through their network and determine its status.

The FedEx tracer process typically takes approximately 3–5 business days to complete.

During this time the carrier may locate the package and continue the delivery process. In many situations, the original shipment may arrive before a replacement would.

If FedEx confirms that the shipment is truly lost or misdelivered, Doheny’s will arrange for a replacement order to be sent.

If Your Tracking Shows Delivered but You Cannot Locate the Package

If tracking shows that the package was delivered but you cannot locate it, check a few common locations first:

• Porches, side doors, garages, or other delivery areas
• With household members or neighbors who may have accepted the package
• Any delivery instructions left by the carrier

Carriers occasionally place packages in protected locations to prevent weather damage or theft.

If a Delivered Package Is Believed to Be Stolen

Filing a police report can help document the incident and may assist with recovering the package if it was taken after delivery.

How to Locate and Track Your Order

To check the status of your order, you can access your order details online through your Doheny’s account or by using the guest order lookup page.

Option 1: Log Into Your Doheny's Account

1. Visit www.doheny.com.
2. Click the Account or Sign In option at the top of the page.
3. Enter the email address associated with your account.
4. Enter your password and select Sign In.
5. Navigate to your order history to view your order status and tracking information.

Option 2: Locate a Guest Order

If you placed your order without creating an account, you can retrieve your order information using the guest order lookup form.

https://www.doheny.com/sales/guest/form/ 

Once you access your order, you can use the tracking number provided to view the most recent shipping updates directly from the carrier.

Need Help With Your Shipment?

Our team will work with the carrier to investigate the shipment and determine the appropriate next steps.