Package marked "shipped" but tracking hasn't updated?
Please note that if your package has been marked as "shipped" and assigned a tracking number, but there are no delivery progress updates from the carrier, you have up to 45 days to file a report with us.
If we are contacted about a shipment with no tracking scans noted after 45 days, we will not be able to issue service for the shipment.
If you do not see any scans on your tracking or if you do not receive your package within the designated delivery time frame, we ask that you please reach out as quickly as possible to allow us to investigate and ensure that we can issue service for your delivery if required.
Can't find a package marked "delivered"?
Our tracking information says "delivered" but you can’t find your order in your mailbox or at your doorstep. We will file a claim on a package if the item is marked delivered and you are reporting to us that you have not received it. Before contacting us to file a claim:
- Check all exterior doors and other locations where the package could be, including the porch, back patio, garage, and any area out of potential weather hazards.
- Check with anyone who might have retrieved the package.
- Look for a note from your carrier on the door.
- Review your shipping confirmation email and confirm it is accurate.
- Live in an apartment? Check with your front desk attendant, building security, and mailroom.
Package damaged or Items missing?
The first thing you should do is take pictures to document the condition of the package when it arrived. Keep all enclosed packing slips and return labels.
You have up to 30 days from the date the carrier marked your package “delivered” to contact us to start an investigation. Your carrier may also start an investigation on your behalf. Please respond promptly to emails from us and your carrier to help resolve all issues quickly as possible.
See our terms and conditions for more information.
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