If you have not received your order within 45 days of your order date, we will be happy to process a replacement or a refund.
My tracking shows "Delivered" but I haven't received it:
Occasionally the carrier will pre-mark a package as delivered once it has been loaded onto a truck for delivery in certain zip codes. We ask that you wait at least 24 hours after the package was marked delivered to see if it arrives. Be sure to check with your neighbors, housemates, family members, cats, and garden gnomes to see if they happened to receive the package by mistake or on your behalf!
If the tracking on your order shows delivered and you have not received your package, please ensure the following steps are taken prior to contacting customer service:
All customers - Check the immediate area; including any mailbox, garage, porch, front desk, leasing office, neighbor, or anyone that may have signed for or picked up the package. Please also track your package online to see if there are any special instructions or updates listed
FedEx customers - FedEx SmartPost shipments travel through multiple carriers. In rare cases, tracking for these packages can indicate that it's been delivered up to 2 days prior to its actual arrival. Because of this, we ask that you please allow an additional 2 business days for final delivery
APO/FPO customers - Check your Military Base mailroom
International customers - Check with your local post office or customs office, as they may be holding the order for payment of customs fees.
If you are still unable to locate your package, please contact us via firstname.lastname@example.org and we will be more than happy to help!
Please note: All lost packages (shows "delivered" but not received) must be reported within 90 days of your order date. If we are notified of a lost package after this timeframe, we will be unable to process your request.