We understand that a missing shipment can be frustrating.
If you believe your shipment has been lost, we recommend the following:
- Be sure to check with your local post office or community mailbox first.
Deliveries will most often be there.
- If your order has been marked as delivered but has not been received, please wait 48 business hours as it may still deliver.
- If your order is missing and you have a tracking number available, you should contact the postal company delivering your shipment.
If the above solutions have not worked, the postal carrier may choose to open an investigation into locating your shipment.
Canada Post and USPS may require up to 4 weeks for the investigation to conclude or 8 weeks for international shipments. During this process, we will be here to support you and keep you informed of the status of the investigation as information becomes available to us.
Until the investigation includes, a refund or replacement cannot be issued.
If the postal company determines that the shipment cannot be recovered, we can then discuss issuing either a replacement or refund.