My order shows delivered and I haven't received itUpdated 17 days ago
There are times where packages show delivered, however, they don't actually get dropped off at the residence for a couple of days. We also suggest checking with neighbors to see if it was dropped off at the wrong location as well as checking inconspicuous places, like a side door that isn't used often.
If it's been 3 business days and you still don't have your package, then check your order confirmation email to see if Shipping Protection was purchased.
* If Shipping Protection WAS NOT purchased, please file a claim through USPS or UPS depending on the delivery method. Once it leaves our warehouse, it’s out of our control and all claims will need to go directly through the post office.
* If Shipping Protection WAS purchased - Please read completely regarding the claim process.
Step 1 - Waiting Period
Since Shipping Protection was purchased at checkout, then please email [email protected] to start the claim process FIVE DAYS (but no longer than 15 days) after the package was marked delivered before filing. This wait prevents claims for packages that were misdelivered or scanned early but showed up later.
Step 2: File the Police Report
Contact your local police department (usually via their non-emergency line). Let them know your package was marked as delivered but stolen from your property.
State that you need an official report documenting the theft.
Mention to the officer that you have package protection through Shipping Protection purchased on your order, which requires this documentation for your claim.
Obtain a copy of the official report or the case number & Police Officer name and Department.
Step 3: Submit your Claim
Once you have your documentation, you can file your claim by emailing [email protected]. Include your order number along with a picture of your police report. Your claim will then be reviewed for replacement. Allow 1-3 business days for an email response from customer service.
Thank you for your patience and understanding!