What happens if my order gets lost in transit?Updated 2 months ago

If you believe your order has been lost while in transit, please contact us right away so we can help.

We follow a standard procedure to resolve issues with missing shipments:

Wait Period: We must wait 7 days from the most recent tracking update or the date marked "delivered" before we can file an official claim with the carrier.
Filing the Claim: Once that 7-day window has passed, we will file a claim for failed delivery on your behalf.
Resolution: Once the carrier or insurance claim is resolved, we will either resend your package or issue store credit if the original items are no longer available.

Resolution Support: While we work closely with carriers to locate missing packages, final resolutions (such as replacements or store credit) depend on your package protection status and the completion of the standard 7-day transit waiting period.
Police Reports: For packages marked delivered that are suspected stolen, a police report may be requested to complete the official carrier claim process.
We’re Here to Help: Our customer experience team is always available to walk you through every step of the delivery or transit claims process to ensure we get this sorted out for you as quickly as possible!

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