What to Do When FedEx Delivers the Wrong Package

Getting the wrong package in the mail is frustrating—especially when you’ve been excitedly waiting for something specific, like a mascot costume for your big event. While shipping carriers like FedEx are usually reliable, occasional mix-ups can happen. The good news? There’s a simple process for fixing it quickly.

Here’s what you should do if FedEx delivers the wrong item—or delivers your item to the wrong location.

1. Stay Calm and Document Everything

Start by taking a deep breath—this is fixable. Mistakes happen in transit from time to time, but you’re not stuck with the wrong item.

Here’s what to do right away:

• Take a clear photo of the item you received

• Snap a picture of the shipping label

• Note the date and time of delivery

This information helps us and the carrier track the issue and resolve it faster.

2. Do Not Throw Away the Box or Packaging

Please keep the box and packaging materials. If a return or exchange is necessary, the original box is usually the best way to send it back.

3. Send Us the Details (and Tracking Info)

Email our support team at support@mascot-store.com with the following:

• Photos of what you received

• A short description of the issue

• The tracking number from your original order or delivery notice

This allows us to:

• Verify what went wrong

• Coordinate with the shipper

• Help you get the correct item as soon as possible

4. Keep the Incorrect Item Safe and Accessible

If you received an incorrect item (like a different mascot costume), please keep it in a safe place, ideally in the box it came in. Depending on the situation, a pickup may be arranged or we may ask you to drop it off at a FedEx location using a prepaid label.

5. Watch for Updates

After you send us the details, our team will take it from there. We'll stay in touch by email to confirm next steps, including:

• Arranging return shipping (if needed)

• Sending your correct order

• Providing tracking information

We're Here to Help

We know how important it is for you to receive the right item—especially if it’s for a special event, performance, or school function. Our support team is committed to making things right as fast as possible.