What happens if a package wasn't delivered, but the tracking states that it was?
Unfortunately, we can’t help if the carrier marked the package as delivered. There’s no way for us to verify this claim, so we won’t be able to cover the cost of reshipping or refunding the order.
But not all is lost! There might be cases where the delivery person left the package at your address in an unexpected location. We recommend that you reach out to the carrier and ask for additional information about the shipment. For example: "Left under the table on the back porch."
If you can’t locate the package, you’ll need to place a new order to have it reshipped. Then submit a claim to the carrier stating the current issue.
What if the order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.
We may ask for your help before doing that, like confirming with you your that the shipping address was correct. It would also be good to double-check and got in touch with your local post office to try locating the lost order.
Keep in mind that if tracking information states an order was delivered but you think that you haven't received it, we won't take responsibility and reship that order. In that case, you will have to place a new order.
You can check out our return policy for up-to-date details about reshipments.