If your order is taking longer than expected, or tracking says delivered but nothing arrived, this article explains exactly when an order counts as potentially lost, what to check before raising it, how our investigation works, and how addresses affect the outcome.

An order counts as potentially lost in three situations: tracking has shown no movement for 5 or more business days after the last scan, tracking shows delivered but you confirm you did not receive it, or no tracking was ever generated within 35 days of the order being placed. Before raising it, search around your delivery location, confirm the address on the order, and allow for normal carrier scan lag. If it still has not turned up, ask to speak to a human and our team will open a carrier investigation and update you roughly every 2 business days. Our team can correct a shipping address before an order is dispatched, so tell us as soon as you spot a mistake.

Any one of the following is enough to raise it with us. You do not need to meet all three.

These three criteria are separate and cover different failure modes: a package that stalled in transit, a package that was scanned as delivered somewhere it should not have been, and an order that never entered the carrier network at all. Note that the 35 day criterion is about a total absence of tracking. If you have tracking and it is simply moving slowly, the 5 business day rule is the one that applies, and the normal arrival windows in Shipping: tracking, timelines & costs give you the context for what is still on schedule.

A large share of packages reported missing are found within a day. Before raising an investigation, please check:

If your order still has not appeared, please ask to speak to a human and our team will look into it. Have your order number and tracking number ready, along with the date of the last scan and a short summary of where you have already checked.

Our team opens an investigation with the carrier. Carrier investigations take time, since the carrier has to trace the package through its own network and physically check facilities in some cases. We will follow up with you roughly every 2 business days while the investigation is open, even if there is no news yet, so you are not left wondering whether it is still being worked on. Once the carrier reports back, our team determines the right resolution for your situation.

This case needs a real person rather than an automated answer. Check everywhere listed above first, including with neighbours and any building reception, then ask to speak to a human and our team will look into it. We will ask the carrier for the delivery scan details, which sometimes include a GPS location or a photo that identifies where the package was actually left. Because these cases turn on evidence that comes back from the carrier, we cannot tell you in advance what the outcome will be, and we will not commit to a replacement or a return of value before that evidence is in.

You can change your shipping address, and our team can correct one before an order is dispatched. Your default shipping address is editable at any time in your account settings, and if you notice a mistake after placing a withdrawal, ask to speak to a human straight away, because we can update the address on any order that has not yet gone out. The full process is in Changing your shipping address.

Once a package has been dispatched, the address is fixed. Under our Terms of Service, the risk of loss transfers on delivery to the address provided, which means that if a package is delivered to an address you entered incorrectly, we are not able to take responsibility for it. That makes checking your address before you confirm a withdrawal the single most valuable thing you can do, and it is why we would much rather hear from you early than after dispatch.

If you realise the address was wrong and the package has already shipped, it is still worth telling us. Depending on the carrier, an undeliverable package sometimes returns to us on its own, and our team can tell you whether that has happened.

Your gems and the rest of your inventory are unaffected by a package problem, so you can carry on using your account normally while an investigation runs. If you have other cards waiting in your inventory, hold off on withdrawing them to the same address until the address question is settled.

If tracking shows your package as delivered but you did not receive it, first check thoroughly around your delivery location and with neighbours and any building reception, and confirm the address on the order was correct. Then ask to speak to a human and our team will look into it by requesting the delivery scan details from the carrier. We will not be able to tell you the outcome until that evidence comes back.

Your package is treated as potentially lost once there has been no tracking movement for 5 or more business days after the last scan. Below that, a gap of a day or two is normal scan lag and is not a cause for concern. Once you pass the 5 business day mark, ask to speak to a human and our team will open an investigation with the carrier.

If no tracking has been generated at all, the threshold is 35 days from the date the order was placed. At that point, ask to speak to a human and our team will look into it. This is a different situation from a package that has tracking and is moving slowly, which is covered by the 5 business day rule instead.

If a package was delivered to an address you entered incorrectly, we are not able to take responsibility for it under our Terms of Service, because the risk of loss transfers at delivery to the address provided. What you can do going forward is update your default shipping address in your account settings, and for any future order, ask to speak to a human before it is dispatched so we can correct the address for you. It is also worth telling us about the current package, since undeliverable items occasionally find their way back to us.

You will hear from us roughly every 2 business days while a carrier investigation is open. We update you on that cadence even when there is nothing new to report, so you always know the case is still active.

No, a replacement cannot be sent before the investigation concludes, because the resolution depends on what the carrier finds. Once their response comes back, our team determines the right outcome for your situation and tells you what happens next.

No, a package that arrived with a damaged, defective, or incorrect card is handled under a different process. Report it within 14 days of delivery with photo or video evidence, following Damaged, defective, or wrong card received.