So sorry to hear what happened! Typically shipping is very reliable and we rarely hear of issues getting lost in transit. Rest assured, we'll do our best to help you get what you ordered ASAP. 


The first thing to check is to make sure the address on your order is correct. We recommend reviewing your order confirmation email to confirm the address listed on it is current and accurate. 


If the address is incorrect the package will likely be returned to us. Once we have received the returned shipment, we'll check in with you. We can re-ship the order to your correct address, though we will need to collect postage before being able to re-send the order. 


If the address is correct please look over the online tracking updates for your order. You can do this using the tracking number included in your shipping confirmation email. 

  • If the tracking shows the order as 'delivered' please check with any housemates or neighbors to see if they may have claimed the package on your behalf.  
  • If the package show an unsuccessful delivery attempt please contact your local post office with your tracking number. They may be holding onto it so you can arrange to pick up the package in person or have them attempt another delivery.
  • If the tracking does not show the package as 'delivered' please contact us so we can open a missing mail claim with the post.


If you are based outside the USA


For folks based outside the USA, it is possible that you will be required to pay customs duties on the package before the post can proceed with delivery. 

  • If the last tracking update shows the package is with the customs office please contact your local customs office immediately with your tracking number. The customs office may have been unable to get a hold of you for the customs/duties payment. If the customs office is unable to contact you or the customs duties go unpaid, the package will likely be returned to us. 
    • If a package is returned to us due to unpaid duties we can re-ship it to you however we'll have to collect postage before being able to send the order out again.



We definitely want to make sure everyone gets what they ordered! If you are unable to track down your order, please contact us directly.