My order is marked delivered and I can’t locate it. What should I do?

 

We understand that on occasion a carrier can make a mistake and are happy to help you locate your package or replace the shipment.


Please follow the steps below and then contact [email protected] with the claim/reference number and your current shipping address if you are unable to locate your box and the tracking shows delivered.


Please check the tracking for information on where the package was left by the carrier.  Check all doors at your location, even those you don’t regularly use.  If there were no special instructions placed on the order, the carriers will leave the package at the door they feel is the main location and sometimes they get it wrong.

If you are unable to locate your package, please contact the carrier to report the package missing/stolen and obtain a reference or claim number immediately.  Contact the carrier as soon as you notice the package isn’t where it is noted to be delivered.   The dispatcher may be able to contact the driver and retrieve the box if it was left at the wrong house/apartment and provide you with important information.   We have a small window to file a claim, so let us know ASAP (day the delivery was to arrive and is missing).

 


 

FedEx customer support can be reached here

 

UPS customer support can be reached here

 

Please note: All orders are shipped to the address on file when the order was placed. If you made changes to the address after the order had processed, the order will ship to the address on file at the time it was sent to the processor.

 

We guarantee delivery to the address provided when the order is placed/shipped and when retrieved on the guaranteed delivery date.  If you would like an order that was improperly addressed or not retrieved on the guaranteed delivery date reshipped, you will be charged 50% of the cost for the replacement shipment.