Where's my package?
My package is past the estimated delivery date
USPS Priority Mail
“In most cases, the expected delivery date printed on your receipt or provided at checkout will reflect a delivery time of 1, 2, or 3 business days and is based on origin, destination, and drop-off time. The expected delivery date does not come with a money-back guarantee.”
If your package shows as still on route but is past the listed expected delivery date there has likely been a delay. Delays can be experienced due to weather or routing issues.
You can contact your local post office for detailed information but in most cases there is no recourse for a delayed package prior to 10 days. Your package likely has insurance coverage. Complete details here: https://www.usps.com/ship/priority-mail.htm – Please contact us if your package is 4 days past USPS’s anticipated delivery date.
USPS Priority Mail Express
This shipping option comes with a money back guarantee. If USPS does not meet the promised delivery date you can use the tracking number provided to file a claim to receive a refund for your shipping fees directly from USPS. Complete details here: https://www.usps.com/ship/priority-mail-express.htm
USPS International First Class (our flat rate international)
International shipping and delivery times vary greatly depending on customs. While tracking is included in this shipping option, typically those updates are delayed and not always accurate. https://www.usps.com/international/first-class-mail-international.htm First class international can take 7–21 days to arrive, although the USPS does not guarantee delivery dates or times.
USPS International Priority (recommended)
This shipping method takes 6-10 days but may vary depending on customs. Detailed tracking, delivery confirmation and insurance is included. If it is over 10 days from shipment date please contact us. https://www.usps.com/international/priority-mail-international.htm
I think my package is lost
If your tracking number hasn’t had activity in a few days that is likely just due to the fact the USPS does not scan all packages at every location. It could easily not be scanned again until delivery is completed.
Unfortunately packages can be delayed due to numerous factors that are beyond our control. Your best option is to contact the shipping company directly to get any additional information or options to move forward.
I need my package and can’t wait any longer
We understand that sometimes packages can take a lot longer then either of us anticipated and you just need your order! There is an option to help in this situation:
You can place a new order directly on our website, be sure to make note at checkout of your missing order. We will ship out the new order as quickly as possible (you may even choose a quicker shipping method to get the order next day).
Within the US:
Once you do receive the original order simply write ‘Return to sender’ (without opening the package) and it will be delivered back to us. Once we receive the package (this can take 1-2 weeks) we will refund the original order completely. (Please note: if the package is opened we will not be able to process the full refund.)
If you do not receive the original order within 15 days of the shipping date you can file a claim with USPS to receive a complete refund. This claim must be opened within 30 days of shipment and can be filed here: https://www.usps.com/help/claims.htm
Once you receive your original order you can ship it back to us and we will refund the original order and original shipping fee (we cannot refund the return shipping fee). If the package has been opened we will not be able to process a full refund.
For USPS International First Class there is no online claims process for a lost package. You will need to contact USPS directly by phone.
For USPS International Express a claim may be opened within 6 months. Please contact us so we can assist you with this claim.
My tracking shows as delivered but I have not receive it
It is your responsibility to make sure your shipping address on your order is correct and secure. If you order shows as delivered and you have not receive it you will want to immediately contact your carrier. Unfortunately with this problem there is not a lot that we can do from our end. We recommend the following:
- Immediately visit your local post office and inquire about the package.
- Be sure to get the name of the person you talk to and use that same person for every contact
- Follow up with your delivery person
- It is important to do this immediately. They delivery numerous packages and are more likely to be helpful within one business day
- Check with your neighbors
- The most frequent problem is miss-delivery to the wrong address. Many times we get reports within a few days of neighbors delivering the package that has been wrongly delivered.
Depending on your shipping method, your package likely had insurance coverage. Please contact us for the limits of this coverage. Unfortunately we cannot file that claim for you once the package has been marked as delivered but we can help with the process.