If your tracking information indicates an issue with your delivery or you believe your package has been lost, please contact our Customer Service team so we can assist you.

Lost Packages

When a package appears to be lost in transit, we will work with the shipping carrier to investigate the shipment and file a claim when appropriate. If the carrier’s investigation supports that the package was lost in transit, we will replace the affected items at no additional cost, subject to product availability.

Please note that carrier investigations and claim processing may require additional time. Replacement shipments are handled separately from the original order’s standard processing and delivery timeframes.

Stolen Packages

If carrier tracking and available delivery information provide sufficient evidence that the package was successfully delivered to the designated address but was subsequently stolen, the package will not be eligible for replacement.

In these situations, we recommend checking with other members of your household or business, neighbors, building management, or the designated delivery location to determine whether the package was received or placed in a secure area.

If you believe the package was stolen after delivery, we also recommend contacting your local law enforcement agency to file a police report.

How We Determine Whether a Package Is Lost or Stolen

We review the information available from the shipping carrier, which may include tracking history, delivery confirmation, delivery location information, photographs, GPS or other carrier-provided documentation when available.

A package determined to have been lost while in the carrier’s possession will generally be eligible for replacement. A package for which there is sufficient evidence of successful delivery to the designated address, followed by theft or disappearance after delivery, is not eligible for replacement.