Lost Shipment Policy

We want you to receive your order quickly and securely. If your tracking number shows the package was delivered but you haven't received it, we'll help you investigate the issue --- but please note we rely on carrier-provided Proof of Delivery (POD) to determine next steps.

Before submitting a claim, please do the following:

• Verify the shipping address you entered during checkout
• Review the carrier's Proof of Delivery, which may include delivery timestamp, GPS, and/or a photo
• Check around your property: porches, side doors, garages, back entrances, or other secure drop-off points
• Ask neighbors, roommates, building staff, or family members in case someone accepted or moved the package

If the carrier's Proof of Delivery doesn't reflect your area, and you still cannot locate your package:

• please contact us via phone, chat, or email.

Please include:

• A photo of your front door or home entrance, clearly showing your house number
• A photo of your porch, gate, mailbox, or delivery area
• For apartments, a photo of your unit entrance with visible apartment number

• We will compare the POD details (location, timestamp, delivery photo) with the photos you provide
• If the delivery evidence area matches your home and the package cannot be located, the package will be considered stolen after delivery
• In such cases, we are not liable for the stolen package --- you may file a theft report with your local Police department, file a claim with your homeowner's/renter's insurance or contact the carrier directly

• If the package is determined to be misdelivered (for example, the POD shows it was delivered to an address different from the one on file), we will open a claim without needing photos of your home --- the address mismatch is sufficient to start the investigation
• If the POD matches your address and the package is missing, photos of your delivery area are required for the claim
• All lost package claims require a carrier investigation; however, a guaranteed replacement will typically be processed within 3--5 business days (excluding stolen packages), which aligns with the usual timeframe for the investigation. We may also process a refund upon request which may take up to 7 business days to receive.
• Claims cannot be processed without the required photos when applicable