What should I do if my order hasn’t arrived yet?Updated 4 months ago

If your order hasn’t arrived by the estimated delivery date, don’t worry—delays can occasionally happen due to carrier issues or other unforeseen factors. Here’s what to do:

1. Give it a little extra time

Shipping times are estimates, not guarantees. Your order might still be on its way, even if it’s taking a bit longer than expected.

2. Check with the carrier

If the tracking link shows your order is nearby or out for delivery, we recommend contacting the carrier directly. They may have more up-to-date information about the delivery status.

3. Contact us

If your order is more than 7 business days past the estimated delivery date and there haven’t been any tracking updates, you may reach out to us at [email protected]. We’ll review the shipping status and let you know what to expect next.

4. Submit a claim

If your package hasn’t moved in 7 business days, you may reach out to us at [email protected]. We will initiate an investigation with the carrier and offer a free replacement or a refund if we determine it’s likely lost in transit. Please note that the investigation time is 7 business days.

To be eligible, please submit your claim within 21 days of the estimated delivery date. We may ask you to:

• Confirm your shipping address

• Let us know if you've already contacted the carrier

If tracking shows your order was delivered but you can’t locate it, let us know. We’ll investigate and do our best to help. Replacements may not be guaranteed, but we’ll always review each case fairly. To be eligible, please submit your claim within 21 days of the delivery date. We may ask you to:

• Confirm your shipping address.

• Check with neighbors or building staff

• Share a photo of the front of your house so we can compare it with the delivery photo.