This article discusses what steps to take if your order hasn't been delivered, is lost, or if the tracking information shows no updates.
🛒 ORDER NOT DELIVERED? LOST? NO MOVEMENT?
Sometimes, packages may not arrive as expected. There could be several reasons for this, and we're here to help.
🆘 Tracking shows “delivered,” but I package not received. What should I do?
• First, double-check around your delivery location (porch, mailbox, lobby, with neighbors, building manager, etc.). Sometimes carriers mark packages as delivered early, or leave them in a safe place nearby.
If you still cannot locate the package after 24 hours, we can begin a lost package investigation.
| “Lost package” Qualifications |
A package may be considered lost if:
• It shows as delivered, but was no received, and there is no sign of it after 1–2 business days.
• The tracking has stalled or has not updated for an extended period (usually 7+ business days, depending on the courier).
• The courier confirms the item was misrouted, damaged, or lost in transit.
Contact us by submitting a ticket request using this form: "Customer Support > Select the appropriate scenario under Order Support"
| Once you contact us: |
• We will start by reviewing the tracking information.
• We may open an investigation with the shipping carrier to confirm the loss.
• In most cases, we will offer a replacement or refund, depending on your order details and shipping method.
• In some cases, we may ask for a signed affidavit to submit a formal claim with the courier.
• In cases where an order may be lost, stolen or missing, our Customer Experience team will look into the matter further. In certain situations, we can also contact the carrier and file a claim for you.
Comments
0 comments
Please sign in to leave a comment.