Online Customer Support

To message a customer service representative or submit an inquiry, simply enter your tracking number into the field below. You will be taken to the tracking status of your delivery and can submit your message via the form at the bottom of the page.

Submit Online Inquiry

If you’re having an issue with delivery, let us know. We encourage you to message us online so a member of our customer service team may reach out. We anticipate longer queue times than normal throughout the holiday shopping season and encourage you to use our online support if possible.

Quick Answers

Contact your retailer for tracking information.  Your tracking number will begin with “1LS”, “LS”, “LX” or “BN”.

For security reasons, your retailer will need to approve changes to your delivery address. Please contact your retailer.

We want to help! Please click here to view the status of your package. If you still need further assistance, fill out the form on the tracking page with your tracking number and contact details. After you submit the form, you will receive an email with a case number for your reference. Please allow us up to 48 hours to investigate so we can respond to you with the latest information about your package and next steps.

To receive real time updates on your order through the NotifyMe Program, please track your package and click the “NotifyMe” button next to “Shipment Progress”.  Follow the prompts to opt in for text notifications when your package goes out for delivery, when there is an attempt or when the package is delivered.   Below is an image of the opt in features available.

If your package is delayed, we are working to deliver it safely and soon.  If tracking only shows  “LABEL CREATED, TRACKING DETAILS WILL BE AVAILABLE ONCE THE PACKAGE ARRIVES AT THE LASERSHIP FACILITY” that means your package has not been received by LaserShip for delivery.  Generally, if your status has not changed in 3 business days, please reach out to your retailer for assistance.

If your package is marked delivered but you cannot locate it,  please submit an inquiry after tracking by choosing “Tracking shows delivered; no package”.  This will open an investigation for the package.  Then check your email for more information on the investigation process.  If you’ve already placed an investigation and it’s been more than 2 business days with no updates or package location, please contact your retailer for next steps and further assistance.

When a delivery is marked as “attempted” it means that the package was loaded onto a vehicle, but we were unable to deliver it to the final destination. This could be for several reasons, including issues with package safety, the delivery address, or accessing the delivery location. If you’re disputing that a delivery attempt was made, we apologize.  Please take a moment to check your “ship to” address on your retailer’s website.  If there are any corrections or additions like delivery instructions or access codes, please submit an inquiry after tracking by choosing “Add Delivery Instructions to Order”.   You package should be attempted within 1-2 business days. We’re unable to make same day reattempts.

LaserShip’s customer service team can be reached by calling (804) 414-2590 or texting (302) 246-7136 * and a representative will be happy to help. *Standard message and data rates apply. You may opt out at any time.

If you have delivery instructions to add to your order please submit an inquiry after tracking by choosing “Add Delivery Instructions to Order”.    This is the best way to communicate instructions to our team and driver.  Please note that if your package is out for delivery, the instructions may not be available until the next delivery attempt within 1-2 business days. (If you’re trying to change your address, please contact your retailer - see below for more information)