We understand how frustrating it can be when your order doesn't arrive as expected. Before contacting support, please follow these steps to help locate your package or determine if further action is needed.
📦 Standard delivery takes 7-15 business days after shipping (weekdays only, excluding holidays). Please ensure this timeframe has passed before reporting a missing order.
First Steps to Take
Visit the carrier's website and enter your tracking number to see the latest updates.
Double-check that the shipping address on your order confirmation is correct.
Check doorsteps, porches, garages, mailboxes, and with neighbors who may have received it.
If you live in an apartment, check with your building's mailroom or reception.
Sometimes packages are marked delivered early. Wait 48 hours before taking further action.
Understanding Your Tracking Status
Different tracking statuses require different actions:
- "In Transit": Your package is still moving through the shipping network. Please wait for delivery.
- "Out for Delivery": Your package should arrive today. Wait until end of day.
- "Delivered": The carrier reports delivery. Check around your property and with neighbors.
- "Exception" or "Held": There may be an issue. Contact us for assistance.
- No updates for 7+ days: The package may be delayed or lost. Contact us.
When to Contact Support
Please contact our support team if:
- More than 15 business days have passed since your order shipped
- Tracking shows "delivered" but you haven't received the package (after 48 hours)
- Tracking hasn't updated for more than 7 days
- Tracking shows an exception, return to sender, or delivery failure
⚠️ For international orders, please allow additional time for customs processing. Customs delays are beyond our control and may add several days to delivery time.
What We'll Do to Help
When you contact us about a missing order, we will:
We'll contact the shipping carrier to trace your package and get more information.
We'll provide regular updates on the investigation status.
If your package is confirmed lost, we'll offer a replacement or full refund.
🔴 To file a missing order claim, please have your order number and tracking number ready when contacting support.