Missing DeliveriesUpdated 2 months ago

Missing Deliveries

There may be situations when orders are marked as delivered, but the package is nowhere to be found. In many cases, this is a simple mix-up that is often the result of one of the following reasons:

1. The package has been prematurely scanned by the delivery carrier and will be delivered the next day.
2. The package has been left in an alternate location, such as a mailbox or parcel locker.
3. The package has been delivered to the care of a related recipient, such as with a family member, neighbour or roommate.
4. Your package is being held at a postal office for pickup.

Before escalating such a situation, we kindly request that you wait at least 48 hours from the time your package is marked as delivered before contacting us to ensure this is not a temporary delay or misunderstanding.

If 48 hours have passed since the delivery update, please contact us for an investigation.

Investigating A Missing Delivery

Your case will be investigated by a support agent to determine if you are eligible for a replacement based on the results of our findings.

You may be required to provide certain evidence or documentation to support your missing delivery claim.

Important Note:

We do not offer refunds for orders that are confirmed as delivered by carrier tracking information. If eligible, customers will be offered a courtesy reshipment or gift card reimbursement on orders with out-of-stock items.