On occasion, FedEx will preemptively scan packages prior to completing a stop on their route. We advise waiting until the end of the day your package is scanned as delivered to see if FedEx is able to successfully complete the delivery.
If the package is not delivered by the end of the day, please let us know and we will be happy open a trace investigation with FedEx right away. FedEx will work with the driver to retrace their steps and determine what went wrong with your delivery. It can take FedEx 48-72 hours to complete their trace investigation and if they are not able to locate and deliver your package in that window, we will be happy to move forward with a replacement or refund.
Please note: Helix is only able to process replacements or refunds within 30 days of a package going missing.
If a package has been marked as delivered but is missing, the 30-day window begins on the date of the delivery scan. If the package has been lost in transit and not marked as delivered, the 30-day window begins on the date of the most recent scan. We are unfortunately not able to open a FedEx investigation - or provide refunds or replacements - on any missing packages outside of this 30-day window.