My Order is Lost or Hasn't Arrived

Summary: If your tracking shows your order was delivered but you haven't received it, or if your order hasn't moved in several days, here's what to do.

If tracking shows "delivered" but you haven't received it

1. Check around your delivery location — porches, mailboxes, side doors, and with neighbors.
2. Allow 1 additional business day, as carriers sometimes mark packages as delivered early.
3. If it still hasn't arrived, submit a support request with your full name and order number. Our team will file a carrier claim and arrange a replacement.

If your tracking hasn't updated in several days

Occasionally packages are delayed or lost in transit. If your tracking hasn't updated in more than 5 business days:

1. Check your tracking link for any carrier alerts or delivery exceptions.
2. Submit a support request with your full name, order number, and tracking number. Our team will investigate and reship your order if needed.

Key notes

• Replacements are processed after a carrier claim is submitted — this can take 1-3 business days.
• If your order was shipped to an incorrect address, contact us as soon as possible so we can intercept it if still in transit.