If your order is missing a package, check with household members, neighbors, and delivery photos. If tracking says "Delivered" but you can't find it, theft is possible and a police report may be needed. For in-transit packages, wait three business days before contacting support. Provide order and tracking details for assistance; responses typically come within 1–2 business days.
If a full package from your order hasn’t arrived, we want to help you track it down as quickly as possible. Below are a few steps that can often resolve the issue faster and information we’ll need if you contact us.
If the tracking shows “Delivered” but you don’t have the package
Sometimes packages are delivered to a different area around the home or accepted by someone else.
Before reaching out, please check the following:
- Ask other members of your household if they brought the package inside
- Check with neighbors to see if it was delivered to the wrong address
- Review the delivery photo (if available) to see whether it shows your home or a nearby address
If the delivery photo shows your address and you still can’t locate the package, this typically indicates package theft, and carriers do not cover stolen packages. In these cases, a police report will need to be filed.
When contacting us, please provide:
- Your order number
- The tracking number
- Any details you found during the checks above
We’ll still review the situation and help guide you through next steps.
If the package is still in transit (shipped but not yet delivered)
Carriers may experience delays, and tracking can sometimes stop updating temporarily.
We ask that you allow:
- At least 3 business days with no tracking updates before contacting us
- Extra time during weekends and holidays, as these can extend transit times
If the package remains stalled after this timeframe, we will investigate with the carrier.
Information We’ll Need From You
When you contact us, please include:
- Your order number
- Which item(s) are missing
- Whether you received any other packages from the order
- How many packages were delivered
- What the current tracking shows
- For freight shipments: whether the delivery receipt showed any shortages
We will review all the details and follow up within 1–2 business days.
If part of a freight shipment is missing (example: delivered 2 of 3 boxes)
Freight shipments normally arrive complete during a single delivery. Before the driver leaves, it's imperative to:
- Confirm the number of boxes/pieces delivered matches the total listed on the Delivery Receipt (DR)
- Make sure the driver notes any missing or damaged pieces on the DR before you sign it
If your freight arrives short, please reach out to us with the information below and we will work with the carrier to investigate.
Information We’ll Need From You
- Your order number
- Whether or not the driver noted the shortage during delivery.
We’ll review the situation and follow up within 1–2 business days.