If your order shipped via First class / media mail postal mail service, there is unfortunately no way to make a claim for the lost or delayed or damaged package. Please use USPS Priority / FedEx OR please checkout the shipping insurance option https://acutrack.zendesk.com/hc/en-us/articles/115002740173-Shipping-Insurance
Note that international orders do take significantly longer when shipped via postal mail service / MDX and may get lost as well.
If you need to get another product out to the client, please login to the Customer Portal to place another order on behalf of your client. You may want to choose the USPS priority international mail option for more expedient delivery.
Also, please note that Acutrack is not responsible for delayed or lost or damaged packages when shipped via standard First class Domestic and International / media mail postal mail. Even when packages are shipped via FedEx, if they get delayed or lost, it is our policy to issue a credit for the freight costs after filing a successful claim with the carriers. With partner / USPS, no such guarantee is available.