Sometimes, it can take a little bit of time before USPS scans media mail labels into their tracking system, especially if a book was dropped at a drop box and not taken directly to a post office. In other cases, a book may actually be delivered without showing any tracking updates at all (as frustrating as that is).

For these reasons, we usually recommend waiting a bit longer before considering a package lost after a seller has marked the order as shipped. At any point, you can send a message to the seller on the order to see if they can provide any info on the shipping status. You are also welcome to contact the PangoBooks support team and we can look into any specific order more closely.

Normally, our policy is to wait 30 days for delivery before considering a package lost and issuing a refund. However, if we have reason to believe it is lost before the 30-day mark is reached, we can certainly offer a refund ahead of that. In these cases when the order has been shipped but was lost in transit, we do also pay the seller their earnings on the sale regardless.

If you receive a book but the tracking still hasn't been updated, you can mark it as received from your account in our app or let us know and we can manually set the order to received in our system. See this page for more information.

Please note: USPS has notified us that Media Mail packages traveling to/from Alaska, Hawaii, Guam, Puerto Rico, and other locations outside of the US mainland most often travel by barge. Shipments are not scanned while on the barge, so there will be no tracking updates during this period, but the packages are still en route and not considered lost. USPS has let us know that this sea travel can take anywhere from 4-8 weeks. If you are concerned about a package headed to or from these locations, please reach out to us at support@pangobooks.com and we're happy to monitor the shipment and ensure it is delivered as expected!