Unfortunately, sometimes packages get lost or damaged in transit. If your package is lost or damaged, please let us know as soon as possible at firstname.lastname@example.org, and refer to the steps below.
If your order tracking number says “delivered,” but it is not at your door:
Step 1: Reach out to the shipping carrier directly (see below) for information about the context of delivery. Check with your neighbors to make sure the package was not delivered to their home by mistake.
Step 2: If the shipping carrier cannot provide more information, please let us know. If the package has not been recovered within 3 business days, we will file a claim on your behalf. Replacement items will then be sent to you.
If the shipping carrier has indicated that your package is lost:
If the shipping carrier has indicated that your package was lost in transit, please let us know as soon as possible. Replacement items will be sent to you.
If your package arrived damaged:
Please let us know as soon as possible. We will need the damaged package report given to you by the shipping carrier OR photos of the damaged box and a description of any damaged or missing products. We will file a claim on your behalf. Replacement items will then be sent to you.
Please note that all items lost or damaged in transit will be replaced rather than refunded. Thank you.
PLEASE NOTE: Once orders depart our warehouse, orders may experience delays due to the safety measures, increased volume, and staffing issues all shipping carriers are experiencing in relation to Covid-19. Please reach out to FedEx, or USPS should you have any questions regarding your delivery status.
FedEx: https://www.fedex.com/ phone: 1.800.463.3339
USPS: https://www.usps.com/ phone: 1.800.275.8777