Call Kurtis: Who's Responsible If Your Delivered Package Vanishes?

AUBURN (CBS13) — Deanna Jones says she ordered two Thomas Kincaid Music Boxes for each of her known grown daughters. She says one showed up, but the other didn't. According to the tracking number the Bradford Exchange in Illinois gave her, both music boxes were shipped separately and were delivered. Jones insists it never arrived to her community mailbox and she says neither the Postal Service nor the company is willing to help her.

"I'm very upset and annoyed," Jones said.

So who should cover the missing music box?

"The seller takes responsibility," says Gary Almond with the Better Business Bureau.

Almond says the seller is responsible right up until you receive it, even if the shipping service loses it or delivers it to the wrong location. He says you should complain to the seller.

"A really good seller will actually replace the item even during the claims process," Almond said.

We reached out to the Postal Service which confirms it delivered the package. It's unclear if it went to the wrong address or if it was stolen.
After we got involved, a supervisor from the Bradford Exchange agreed to send Deanna another music box so both her daughters will get their sentimental gifts.

"It makes me feel much better," she said.

The Postal Service says it you don't receive a package, contact them right away. If possible, get insurance on all packages and check your mail every day.