First steps
If your package is marked delivered but hasn’t turned up, please take a moment to check around your home — porches, doors, garage, bushes, and even the back of your mailbox (sometimes packages get tucked away). We also recommend checking with neighbors, roommates, your doorman, or your building’s mailroom/front desk in case they accepted it for you.
Filing a claim
If your package is still missing within 24 hours of being marked delivered, the next step is to file a claim directly with the courier. Please include your claim details and tracking info when you reach out to us at [email protected] so we can support you through the process.
Investigation time
Shipping carriers usually take about 72 hours to start investigating, and in some cases, they may require up to 21 days to fully determine whether a package is lost in transit or simply delayed. We kindly ask our customers to allow at least 10 days after filing a claim to see if the courier is able to locate the package before we move forward with next steps.
Insurance and replacements
Most couriers, including USPS, automatically insure packages up to $100. Because we’re a small family business, we can’t cover courier mishandling beyond that protection. However, once a claim is paid out, we’ll gladly either resend your items or refund the payout amount back to your original payment method. In some cases, we may require a signed statement confirming that the package was not received.
A note from us
We know how frustrating a lost package can be, and we promise to walk with you through the process. Every order truly means the world to us, and we’re grateful for your understanding as we work with the courier to resolve it. If you have any questions at all, please don’t hesitate to email us at [email protected].