Does your tracking number say your package was delivered, but you did not receive it?
Occasionally, UPS will update the tracking info online as much as 48 hours before the physical drop-off. Please wait to reach out until you have given them 48 hours after the time it shows as 'delivered.'
In the 48 hours, please check that the shipping address on the order is correct and check with your surrounding neighbors to see if they have your package.
After 48 hours, please get in touch with us, and we'll start an investigation with UPS. This process takes up to 8 business days and ends in either them finding the package or crediting the shipper for the shipment. If the package is not successfully found, a refund will be processed to the card used to place the order. We can only offer a refund or re-shipment once the investigation is complete.
You are welcome to place a new order anytime throughout this process, but please keep in mind that if they find the lost package, we cannot accept a return for the new order.
If you wait more than 30 days to reach out about a lost order, we cannot promise a replacement/refund, so please do so as soon as possible.
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