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FAQ

Lost/Stolen Items:
Unfortunately, as soon as we deliver to USPS for delivery to you, it is completely out of our hands and out of our control. At this point, the most appropriate and helpful source of information is your tracking number (included in your shipping confirmation that we will send you when your order ships) and your local USPS branch office. Please contact your local USPS branch and give them the tracking number for more information. If an order is marked as "Delivered" but you have not received it, please follow these steps: 1. Verify the shipping address is correct. 2. Check with anyone who may have picked up the package (roommate, family member, neighbor, etc.). 3. Call or take the tracking number to your local USPS branch for more information. Pearl Key West is not responsible for packages that have been stolen or otherwise lost. If it has been marked as "Delivered," we cannot file an insurance claim as USPS deems their responsibility completed at this point.