FAQ’s
Where is my package?
Check your tracking information first. If it hasn’t updated or shows “In Transit” or “Delayed,” please allow up to 7 business days for scanning updates. If there are still no updates after this time and you believe you have a lost or missing package, please contact us using the form on this page. We can open or continue a case with the carrier.
Can I contact the shipping carrier myself?
No. Please contact us instead. We handle the investigation and claim with the carrier using your shipment and order details. Calling the carrier separately can create delays and duplicate case references.
How long does it take to resolve a missing package?
Once you report the issue to us, we review the tracking information and begin the carrier investigation. Typical investigations take 2–3 business days, depending on the carrier and the details of the case.
What information do you need from me?
Please provide the following information:
- Order Number
- Full Name as shown on the order
- Shipping ZIP/Postcode or full shipping address
- Tracking Number, if available
- Any delivery notes you received, if applicable
Providing complete information helps us review your shipment and start the investigation more efficiently.
What happens after I submit the form?
We review your shipment details and confirm the available tracking information and delivery attempts, if any. If the package is determined to be missing, we will file or continue the carrier claim and update you as the investigation progresses.
Will you resend or refund me?
If the carrier investigation confirms that the package is lost or cannot be delivered, we will advise you of the available options, such as reshipment or refund, based on our policy. Each case is handled after the tracking and carrier claim outcome has been confirmed.