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The Cutting Table · compared on the table

My cushion package is stuck or seems lost. What happens now?

Also asked as:My package hasn't arrived.It has been at the airport for 4 days.

Tracking that hasn't moved in days is fog on the water. Here's what the workshop does, what you can do, and how real cases have ended.

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The Weather Man of Casco Bay · · Updated

Overhead view of a cream velvet floor sofa with mustard ends and bolster, beside olive branches in a vase on a wooden stoolSave
Seen from above, the floor sofa's layout is clear: one long base, two backrests and a bolster arm.

The quick answer

The workshop opens a case with the carrier and follows up daily, and your own call to the carrier as the recipient often gets answers faster. If the carrier confirms the loss, keep the tracking number and every message; in past cases the order, or just the missing parts, was remade and reshipped with new tracking.

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How stuck-parcel cases have ended

What the carrier foundWhat the workshop did
The parcel was held along the wayIt was given a new tracking number and delivered
A missing piece turned upA lost bottom cushion was found and delivered before a college move-in
Loss confirmed, whole orderRemade and reshipped with new tracking, by expedited shipping
Loss confirmed, one box of severalOnly the missing parts resent; a lost sofa frame package was replaced free
The carrier paid compensation for a lost boxThe workshop refunded the rest of the order
Parcel returned, no longer wantedOrder canceled and refunded in full

Key facts

  • The workshop ships with UPS, FedEx and DHL; occasional problems happen with all of them.
  • The workshop opens a carrier investigation and follows up daily.
  • Recipients who contact the carrier often get answers faster.
  • In past confirmed-loss cases, the order was remade and resent with new tracking.
  • Past replacements went by expedited shipping, sometimes with a gift added.
  • Some FedEx redelivery changes can only be requested by the sender.

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Fabric · Foam · Pipingwhat the workshop will confirm with you

Fabric
The cover cloth: weave, color and care code.
Foam
The core: its density and thickness set the feel.
Piping
The corded seam edge: matching, contrast or none.
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In inches: length × depth × thickness, plus any angles or cut corners.

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We use these details only to answer this request and make your cushion: your name and contact details, the cushion details and photos you send, the page you came from and the ad or link that brought you, if any. The workshop that makes the cushions receives them. We don't sell them or share them for advertising, and we delete requests after 24 months. Privacy notice for requests.

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While the tracking sits still

  1. Tell the workshop

    Send what the tracking shows. The workshop opens a case with FedEx, UPS or DHL and chases it daily.

  2. Call the carrier yourself

    As the recipient, you often get answers faster than the sender does.

  3. Give the case a few days

    Investigations take a little time; the workshop asks buyers to wait a few days while it runs.

  4. Flag FedEx changes early

    Some FedEx redelivery changes can only be requested by the sender, so let the workshop know quickly.

Why the remake waits for the carrier's word

Rain doesn't negotiate, and neither does a tracking scanner. The workshop ships with UPS, FedEx and DHL, and occasional problems happen with all three. Most stuck parcels start moving again once a case is open. A replacement usually waits until the carrier confirms the loss, because a parcel that is only late often turns up.

Once a loss was confirmed, past remakes were real remakes: the buyer's fabric and size, cut again, sent expedited with new tracking, sometimes with a small gift riding along. When only one box of several went missing, just those parts were made again.

When the new parcel lands, give the foam its time: the first 72 hours of a vacuum-packed cushion Pattern explains why. For anything that arrives wrong rather than late, see remakes for the wrong size or color. How long has your tracking sat still, friend?

For a confirmed lost cushion parcel, keep the tracking number and every message; in past cases it was remade and reshipped with new tracking.

Callum Reid
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Buyer questions

  1. A common question

    My parcel hasn't moved for days, or it says delivered but nothing came. What will you do?

    The workshop's answer

    The workshop opens an investigation with the carrier and asks you to contact the carrier too, since recipients often get answers faster. If the parcel is lost, past orders were remade and reshipped with new tracking. The workshop ships with UPS, FedEx and DHL, and occasional problems happen with all of them.

  2. A common question

    Tracking says delivered, but nothing is at my door. What now?

    The workshop's answer

    The workshop opens a case with FedEx. When a parcel was lost, a new cushion was made and reshipped by expedited shipping, sometimes with a small gift. When FedEx returned a parcel the buyer no longer wanted, the order was canceled and refunded in full.

  3. A common question

    My package has been stuck in transit for almost two weeks. What happens next?

    The workshop's answer

    The workshop checked with the carrier. When the carrier had lost the parcel, the order was remade and a replacement sent.

  4. A common question

    My package is under investigation. How long until I know?

    The workshop's answer

    The workshop opens a case with the carrier and asks you to wait a few days. If the loss is confirmed, past cases ended with a full replacement shipped with new tracking.

  5. A common question

    One box of my order never arrived. Do I get the whole order again?

    The workshop's answer

    Not usually the whole order: when one box of several was confirmed lost, only the missing parts were resent. The workshop opens a case with UPS or FedEx and chases it daily, and when the carrier paid compensation for a lost box, the workshop refunded the rest of the order.

Questions buyers ask next

Do I need to be home to sign for a cushion delivery?

Usually not. Orders ship without a signature requirement, so the courier can leave them at your address. The workshop can pass on your permission to leave parcels and ask the carrier to remove a signature requirement.

Does a remade order cost me anything?

Past cases point one way: once the carrier confirmed a parcel lost, the workshop remade and reshipped it with new tracking, usually expedited, and a lost sofa frame package was replaced free. When only one box went missing, just those parts were sent again.

Can I pay for faster shipping on a new order?

Yes. Express has been added through a separate shipping-fee listing or payment link. Dispatch and arrival dates come with the quote, and late-December dates can't be promised.