This does not happen often; it can happen, though, even to well-wrapped books. USPS does a terrific job - but not a perfect one.
If your book became separated from the packaging en route, and is not recovered by USPS by the system action date, it will be considered lost in the mail automatically on the 26th day after the date it was marked mailed.
If it was not sent with PBS Printable Postage, you will not receive credit for sending the book (unless it is recovered and marked received).
If the book was sent with PBS Printable Postage, you got Instant Credit already . If your account record is good, you will keep that credit as Guaranteed Credit.
If you sent it with PBS Printable Postage and you are not currently eligible for Instant Credit, you will get Quick Credit when the tracking barcode is scanned by USPS and that scan is transmitted to us.
If you receive a notice from USPS that your package contents were lost, you should contact the requestor to let him or her know what happened.
If you receive a message from the requestor that the package arrived empty (or missing books from a multiple-book shipment) , you can either
wait it out (and make the requestor wait it out) to see if the missing book(s) is/are found and delivered to the requestor before the system action date. If not, the book(s) will be declared "lost in the mail" at the end of the allotted transit time (26 days for shipments traveling within the contiguous US, 35 days for shipments coming from or going to a address outside the contiguous US).
contact us (using the "send us feedback" button on the Contact Us page) to have us cancel the transaction , so the requestor can try to get a copy of the book from someone else without having to wait out the allotted transit time here.
If you have a good sending record and want to look into guaranteeing your credits for future shipments by using PBS Printable Postage, see FAQs about Printable Postage.
If you feel that your Wrapping method may have contributed to the book's loss en route, you can read the Help items about wrapping in How to Wrap a Book and All Help documents about bookwrapping.