I HAVEN'T RECEIVED MY ORDER, WHAT CAN I DO?
We are very sorry to hear that your order hasn't been delivered. We want to get this resolved for you as soon as possible. Depending on your situation, there are some steps to follow:
I'm an international customer and my order has not arrived. What's going on?
While our international shipments do offer door-to-door tracking visibility, there are instances when the local postal service takes receipt of the shipment but does not scan the shipment into their system or neglects to send updated tracking details back to the original tracking number. Do not fear - in most cases your package is in fact on its way! Average international delivery time is about 2 weeks once a package has been shipped, however, international delivery may take up to 6 weeks (to account for all possible delays such as customs processing, holidays, etc). If you have not received your package within the time frame provided from the date of your shipping notification, please contact our customer care team.
If you contact us prior to the 2-week mark, we will need to wait until the 6 weeks is up. If it has been more than 6 weeks since your ship date, please contact our customer care team.
I'm a domestic customer and my tracking isn't updating. Is my package lost?
We do ask you to allow 72 hours for the tracking to start updating while the shipping carrier scans the status of your package after you've received your shipment notification. If there is not update by the allotted time, please contact our customer care team so we can check this for you.
My tracking shows "Delivered", but I didn't receive my order.
Sometimes the shipping carrier will pre-mark a package as delivered once it has been loaded onto a truck for delivery in certain zip codes. We ask that you wait at least 24 hours after the package was marked delivered to see if it arrives. Be sure to check with your neighbors, housemates, and family members to see if they happened to receive the package by mistake or on your behalf!
If the package does not turn up, please first contact the carrier (displayed in your shipment email) to see if they have any information.
For all the cases when you have not received your order, we need to be contacted within 60 days of the shipping date, if that does not happen we may not be able to follow up on your order for any information and a refund or replacement may not be issued.
If you have more questions, please contact our customer care team and we will be happy to assist you.