Before reporting non-receipt of a package, please be sure you check with neighbors, roommates, family members or anyone else who may have been home at the time the package was delivered. Many times, a parcel will show up within 24-48 hours of showing delivered due to an accidental early scan by the delivery carrier.
If your package is still lost or missing, please first verify that the address you entered for the purchase is correct for your order. You can check this by viewing the order in the account section of the website. If correct, please contact the carrier chosen for your delivery directly with your tracking number. We typically recommend contacting your local post office or carrier directly to inquire about the package.
Those contacts can be found at USPS and UPS. If the delivery address is not correct, a new order must be placed with the correct delivery address. If the original shipped package is returned to us as undeliverable, we will refund that purchase.
If the carrier verifies the delivery confirmation, you can request a location and confirmation of the delivery or if Priority Mail service or higher was selected at checkout, you can file a claim on the order directly with the carrier. Priority mail typically has $50 to $100 insurance automatically or if you requested the parcel be insured with us, you can contact us directly. Packages with first class USPS service, if confirmed delivered, do not have insurance and a brand-new order must be placed by the customer.
Once the package is shipped, the delivery carrier is responsible for the package, but we will be more than happy to assist you in working with the carrier to complete the claims process. If you would like to review additional details regarding our Shipping Policies, please click HERE.