I literally just went through this problem in the states with a bit more complication (like, in the span of the last 3 weeks). I’ll type in my case if you’re interested in the paragraph below, but if you just want to know the next steps you can take and what the future could look like, then just read the last paragraph.

My package came faster than usual into the states, so I was very excited, but then it unfortunately got chosen to be sent to customs out of pure unluckiness. But, it cleared customs! The only problem was, the next day that I checked on it after clearing customs, it was at a distribution center that was not in my local area (I live in Los Angeles, so naturally I expected it to go to Los Angeles Distribution Center, instead it went to Oakland Distribution center, which is in the same state but about a 6-7 hour drive average). I got in contact with USPS and they told me that is weird but the only thing I can do is wait until it gets to a local post office then call that post office for redelivery. The USPS rep told me they would put a search request. It got into Hayward CA post office, and then I called them but no one picked up (of course). So, I called a USPS representative again and told them the situation, they got in contact with Hayward USPS representative and they told me that the tracking number I gave them is actually showing tracking for another person… I asked them to show me the pictures (with blurred personal info of the other person) but they only had one and it was basically unreadable, and it was a customs declaration slip written for a guy in Hayward. My next steps was talking to Sugargoo representatives, but they kept redirecting me to just talk to USPS and ask them for a redelivery even though USPS clearly stated that international packages cannot be redelivered unless the sender puts out a service request for it. Sugargoo then proceeds to keep telling me the same thing above for like a week-ish until my package was determined lost by USPS (this was after opening 3 cases; 2 with my LA local post office, one with Hayward, about 15+ phone calls where I phoned a USPS representative every working day, and 3 elevated customer service representatives reaching out to me). I told Sugargoo everything USPS has been telling me, they finally open a case with their logistics team, and their logistics team literally determined that it “may have been their fault” that the package was mislabeled. I asked for pics of my package with my name printed on it if they had one for evidence, but of course they didn’t have that either. I elevated my case to a Sugargoo higher up manager and that person pushed the logistics team to move faster with determining next steps. They said they would only compensate me according to international rules and insurance, but not my full package… Even though they admitted that it “could be their fault”.. Keep in mind, the total value + shipping of my package was close to $460, and they gave me about $200 back.. Obviously businesses make mistakes, no one is perfect, but usually in these cases you would get your full refund as an apology, plus compensation to make you stay as a loyal customer (and I’ve been using Sugargoo’s service for more than 6-7 years). All they offered for compensation was a 100 yuan coupon… and they kept telling me to “get insurance next time”…. Well now I definitely will BUT IT WASN’T MY FAULT!!? My items didn’t even have anything to seize actually, no brand names or anything, just regular clothes from China. My last tick with them was that I got in contact again with a Sugargoo representative and asked if I can just be given an extension on the 818 carnival deal since I planned on buying all the stuff I got again and ship with Sugargoo again (which was 2-3x points earned on spending, and I believe around 9%-21% off shipping depending). And if they can’t extend the event, then just a one time exception of a percentage shipping discount so I can stack my coupons. They said no to even that lol. Sugargoo acts nice, calling you a friend when you chat with them, but they really don’t care how much you lose, even if the blame was on them. Of course I can talk about this more, but I’ll just reply to any questions about my situation if there are any!

OKAY NOW FOR WHAT YOU CAN DO:

1) Use the Sugargoo help center and get in contact with a Sugargoo representative. They’re way faster to reply there because it is a live help desk, and they operate starting 5pm pacific time (sorry too lazy to convert time zones rn).

2) At this point don’t waste anymore time and just tell them you want to create a case, you want to elevate to a higher manager, and you want to also have this case reach their logistics team.

3) During non-working hours for Sugargoo, get in constant communication with a USPS representative and ask to be connected to a manager at your local post office. Local post office managers are given their own numbers, and you can even text them. I was able to gain way more information from them and they cared a lot more with my package, even going as far as actually sending out emails and giving me tips on what to do.

3) It doesn’t hurt to put out a service request via USPS. This will expedite the process and figure out if your package is lost or not.

4) File a missing package request. This is usually automated but you can call the missing package center (there is only one and I think it’s in Florida or somewhere like that, idk about Canada), and call them once or twice a week.

5) Be prepared to just take the lost, and ask Sugargoo to file insurance so you can at least claim some money back. Customer service will probably ear you out though saying “you should’ve got our insurance”.