Order Not Delivered or Lost in Transit

If your package has not arrived, contact info@jellyflow.co with your order number and the latest tracking information. If you are already speaking with support, keep using that thread.

Check the current shipment#

Processing and delivery are separate. Current published delivery estimates after dispatch are 3–5 business days for the United States and 7–12 for Canada, Australia, New Zealand, the United Kingdom and European Union. These are estimates, not guaranteed arrival dates. Support should check the current fulfillment and carrier events for your particular order.

Tracking says delivered, but you have not received it#

Tell support that the package is still missing. If you have already checked the delivery location, household or neighbors, include that information so you do not have to repeat the same steps. Support can investigate the specific delivery record with the carrier.

Tracking is stale or shows an exception#

Tracking can be delayed during transit or customs. Contact support when an exception, passed estimate or unexplained lack of progress needs investigation. There is no blanket requirement to wait 10 business days without updates or 25 business days for every international order before requesting help.

Investigation and next steps#

Tell support what remains unresolved and whether you are requesting a refund or another remedy. The team needs to verify the situation and confirm the appropriate next step. An investigation does not mean a refund or replacement has been approved, processed or dispatched.