Our facility accepts packages from all carriers Monday through Friday, from 9 AM to 5 PM EST. If a delivery attempt occurs outside these hours, it will be reattempted during our regular business hours.

When Alt receives your package, we use the #vltID or #axnID to match your account and process your items.

If your package is missing, has not been uploaded, or if you have not received a notification from Alt regarding the processing of your package within 3 business days of the tracking's delivery date, please contact us through one of the following methods:

Please provide the Carrier Tracking Number when you contact us. A support representative will verify if the package was scanned into our facility.

If our support representative confirms that the package was not scanned into our facility, we recommend filing a missing mail claim with the carrier once the filing period has been met. Additionally, there have been instances where a carrier has preemptively marked a package as delivered, even though it may still be in the carrier's possession. It's possible the package could still arrive at Alt.

If Alt's Vault team receives a shipment for someone who does not have an Alt account at the time of delivery, the package will ultimately be returned to the sender.