For letters, it's usually that you either don't have a mailbox or it didn't show up. In rare cases, there have been errors in our records, which can be quickly corrected. Now that we're adding the option of online form submissions, this should lessen the chance of these errors.
However, if you know something important is coming, it's best to be proactive. You can always contact us to verify your information or to inform us that a particular letter is coming our way.
For packages, the most common issue is that the name isn't in our tracking system. We still hold these packages for two weeks, so if it's been a couple days and you haven't gotten an e-mail from us, then you can contact us at email@example.com with the tracking information and your contact info and we'll check it against our records and the carrier data to connect you to your package.
Please do not come to the mailroom for package tracking; it takes longer and errors are much more likely.