Here's the exchange I had with them in 4 weeks....they believe whatever Ontrac delivery driver says without using logic at all. I reordered exact items as the lost merchandise, they're bags for my daughters. Here's my last message to them. Thank you for trying but I haven't seen a US company worse than you. Now, let's go forward and show me the proof it was, indeed, delivered and accepted. Please don't give me another run around! I, need proof my house had/received it. You have to prove me wrong. Delivery company versus customer, you stay one sided? Who's telling the truth? Now, let's go legal. Show me the photo of the package infront of my door or a signature someone in my house accepted it. Without it, you're not going to win in court so please handle this well and right. If you can't, we're talking civil lawsuit and bad online reputation. Other companies,  like Amazon, could show photo of package or refund. So you 100% believe verbal word from your delivery partner and not your customers a bit. Did you see I spent another $2,000 with some items exactly the same. It's not even worth it, it's principle. Everyone,  is sending the same template denying my claim. I need a human  brain to think of the circumstances around.  I might just as well return all the succeeding orders as I start my online rants. I can't believe you're an American company. No consumer right and protection Ontrac delivery driver is king versus a customer who, in one month, spent $3,500 in your online store.