Lost Packages
Quick delivery of orders is important to us! We know it's important to you too! We typically have a very short turnaround for handling and shipment of products. However, once a package leaves our warehouse, we are no longer responsible for it nor are we in control of the package.
Please note: USPS Priority and USPS Ground Advantage shipments come with $100 of insurance coverage. If you wish to purchase additional insurance coverage, please contact us immediately after placing an order. The following parameters are for packages sent via USPS Priority or USPS Ground Advantage. They do NOT apply to USPS First Class shipments and NO store credit or insurance claims will be submitted for packages shipped with USPS First Class postage.
NOT RECEIVED PACKAGE (7-19 days)
On occasion, packages take longer than the standard shipping times indicated on our shipping page, If your package has not arrived within 7-19 days of shipment notification, please continue to be patient. We are unable to assist with any packages that fall within this time period.
For any package that appears to be delayed or lost during this period, customers may contact USPS directly and request a "package location".
NOT RECEIVED PACKAGE (20-59 days)
If you have NOT received your package within 20 days of the date shipped and the tracking hasn't been updated for at least 5 business days, please contact us so we can file a claim. We will submit the claim for you and issue store credit for the value of the order (up to $100) at 5 business days after insurance claim submittal.
NOT RECEIVED PACKAGE (60+ days)
If you have NOT received your package within 60 days of shipment notification and have NOT contacted us, we are NOT able to file a claim and NO store credit will be issued.
NOT RECEIVED PACKAGE BUT TRACKING SHOWS DELIVERED
If your package shows delivered to the the address listed, but you have not received the package, please contact your local post office to obtain more information regarding the delivery. Packages sometimes will show up a day or two after the delivery is recorded. NO claim will be filed and NO store credit will be issued for packages that show delivered. Most claims are denied when tracking shows delivered. Customer may attempt to file claim independently.
PACKAGE ADDRESSED TO WRONG ADDRESS
In the event a wrong address is utilized at checkout AND the customer does NOT contact us to correct it prior to shipment, we are NOT responsible for lost items. NO claim will be filed and NO store credit will be issued. In the event items get shipped back to us, the customer is responsible for paying the additional shipping fees to get the package reshipped.
DAMAGED PACKAGE
In the event that a package is damaged in transit by the mail carrier, the customer is responsible for filling a damage claim with the mail carrier. Proof of damage will likely be required. To file a claim, click here for USPS and here for UPS.
