Order Not Delivered or Lost in Transit

If your order hasn't arrived within the expected timeframe, here's what to do.

First, Check the Basics

1. Verify the shipping address - Check your order confirmation email to ensure the address is correct
2. Check tracking status - See where your package currently is
3. Wait for the full delivery window - International orders can take up to 25 business days

Tracking Shows "Delivered" But You Haven't Received It

1. Wait 24 hours - Sometimes packages are marked delivered slightly early
2. Check around your property - Look at back doors, porches, with neighbors
3. Check with household members - Someone else may have received it
4. Contact the carrier with your tracking number for more details

Tracking Hasn't Updated in a While

Tracking can sometimes be delayed, especially:

• When packages are in transit between countries
• During customs processing
• During peak shipping seasons

If tracking hasn't updated in more than 10 business days, contact our support team.

Package Appears Lost

If your package appears lost (no tracking updates for extended period, or delivery window has passed), contact our support team with:

• Your order number
• Last known tracking status
• Your shipping address confirmation

We'll investigate with the carrier and work with you on a resolution, which may include reshipping your order or issuing a refund.

Prevention Tips

• Ensure your shipping address is complete and accurate
• Include apartment/unit numbers
• Provide a phone number for carrier contact