What If My Package Is Lost, Stolen, or Damaged?Updated 25 days ago
What Should I Do If My Package Is Missing, Lost, Stolen, or Damaged?
If your package is missing, lost, stolen, or arrives damaged, we recommend taking the following steps:
Contact the Shipping Carrier First
The carrier may be able to provide additional details, locate your package, or resolve the issue more quickly.
If your package shows as delivered but is still missing, please allow up to 5 business days from the delivery date. Occasionally, packages may arrive later due to carrier scanning errors, delivery routing issues, or misdelivery to a nearby location.
For packages that are in transit but have stopped updating, please allow up to 10 business days from the last tracking update before the shipment is considered lost. Carrier delays can occur due to weather, staffing shortages, high shipping volumes, or unexpected network disruptions.
We know waiting is frustrating, but many delayed packages begin moving again within this timeframe. A little patience (and kindness toward your mail carrier—they’re working hard!) can go a long way while the carrier investigates.
Still Need Help?
If the carrier is unable to assist after the appropriate timeframe, please reach out to our Customer Experience Team. We’re happy to help review the situation and determine the next steps.
What Is OrderProtect?
OrderProtect is optional shipping insurance that is automatically added to your cart at checkout. It provides additional protection for your order against:
- Lost or stolen packages
- Items damaged during transit
- Incorrect or missing items
We highly recommend keeping OrderProtect on your purchase for added peace of mind.
Can I Opt Out of OrderProtect?
Yes! If you prefer not to include this protection:
- Open your cart before checking out.
- Toggle off the blue OrderProtect option above the checkout button.
Please note: If you choose to remove OrderProtect, we may have limited options to assist with shipping-related issues once your order has left our facility.
If you have any questions at any stage, don’t hesitate to reach out to us at [email protected]. We’re here to help!