AT A GLANCE
Check whether the order is still processing, in transit, or marked delivered. Send us the order and tracking details promptly if it appears lost.
The policy does not define the reporting clock for a parcel that never arrives.
Check the shipping confirmation and latest carrier scan first. Delivery estimates start after shipment: typically 3–7 business days for standard U.S. ground shipping and 7–21 business days internationally.
Find where the delay started
If the order has not shipped after the usual 1–3-business-day processing period, contact us with your order number. If the carrier has it, ask the carrier about the latest tracking event. For a customs hold, follow our customs guidance.
Report a suspected loss
Email [email protected] promptly with the order number, shipping date, tracking number, latest status, and any carrier case reference.
If tracking says delivered but the parcel is missing, contact the carrier first and notify us within seven days of the delivery scan.
How we can help
We will work with the carrier and arrange a replacement or refund when appropriate. International investigations may take longer, and customs-related delays are subject to the Shipping Policy.
If a delayed package arrives, let us know in the same thread. Report any damage separately as soon as you open the delivery, keeping the packaging and photographs.
REFERENCES
References & further reading
Find the product information, policies, and guidance linked to this answer.
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