At Airpals, we handle your packages with the utmost care and professionalism.
Please note that you have up to 48 hours from the delivery time to report a missing package or any delivery related issue. After that, we may not be able to conduct a full investigation for the order.
If you’re having trouble locating a package, here are a few steps to take before reporting it as missing:
Delivery confirmation: Review if you received a confirmation message from Airpals or check in your dashboard if the package was marked as "delivered" or still "out for delivery".
Double-check with the drop-off location: If someone else was designated to receive the item, check in with them directly. Be sure to verify with the messenger center, doorman, front desk of the building, or the reception area on your floor or office.
In many buildings, drivers may not be allowed to go directly to the offices. In these cases, packages are often held at a central delivery or messenger center, so it’s always a good idea to check there as well.
Ask around at the office: Packages are sometimes received by a colleague or team member but haven’t yet been handed off or acknowledged.
If your package still appears to be missing, please contact us as soon as possible.
You can reach our support team during business hours (9 AM – 6 PM EST) through any of the following channels:
💬 Live Chat: Available on our website
📞 Call or Text: 929-203-8621
📧 Email: info@airpals.co
If you contact us outside of business hours, we will get back to you on the next business day.
Please include your order number and any helpful details. Our team will investigate the delivery by reviewing the trip details, contacting the driver, and checking any available notes or tracking updates. This process may take a few hours.
All Airpals orders are automatically insured up to $100 against theft. If you require additional insurance, please contact our Customer Support Line or email us prior to placing the order and we will review if extended coverage can be applied.