If your order is taking too long, or tracking says delivered but you don't have it, here's when an order counts as potentially lost and what to do.
TL;DR
An order is potentially lost if there's been no tracking movement for 5+ business days after the last scan, if tracking shows delivered but you didn't receive it (with a correct address), or if no tracking generated within 35 days of shipping. First, check around your delivery location, confirm your address was correct, and allow for carrier scan lag. If it still hasn't turned up, contact support and our team will investigate with the carrier. Packages shipped to an address you entered incorrectly aren't our responsibility.
When is an order "potentially lost"?
Any one of these:
No tracking movement for 5+ business days after the last scan, or
Tracking shows delivered, but you didn't receive it (and your shipping address was correct), or
No tracking generated within 35 days of the order shipping.
What to do first
Check around your delivery location — mailbox, building reception/concierge, porch, and with neighbors or household members.
Confirm the shipping address on the order was correct.
Allow for carrier scan lag — a day or two of "no movement" is common.
How we handle it
If it still hasn't turned up, contact support. Our team will investigate with the carrier and determine the right resolution for your situation. Investigations take some time, and we'll follow up as we learn more.
A note on addresses
If a package was shipped to an address that was entered incorrectly, we aren't able to take responsibility for it — please double-check your address before you withdraw.
Common questions
Tracking says delivered but it's not here.
Check around your delivery location and with neighbors, confirm your address, then contact support to investigate.
There's been no movement for days.
Once it reaches the thresholds above, contact support and we'll look into it.
It went to the wrong address that I entered.
Unfortunately we can't take responsibility for an incorrect address entered at checkout.