Lost or Missing Orders – FAQ
What does “lost in transit” mean?
An order is considered lost in transit if it has been shipped but shows no delivery confirmation and no tracking updates for an extended period beyond the expected delivery date.
What if my order says “delivered” but I didn’t receive it?
If tracking shows your order as delivered but you cannot locate it, it is considered a missing order. Please check with household members, neighbors, or building management before contacting us.
How do I report a lost or missing order?
Contact our support team with your order number and tracking details.
- Lost in transit: Report within 7–14 days of the expected delivery date.
- Marked delivered but missing: Report within 3–5 days of the delivery date.
Claims reported outside these timeframes may not be eligible for a replacement or refund.
What happens after I report an issue?
We will review your order and tracking information and, if needed, open an investigation with the shipping carrier. You may be asked to provide additional information, such as a non-receipt confirmation.
How long does the investigation take?
Carrier investigations typically take 5–10 business days, depending on the carrier.
What resolutions are available?
If the order is confirmed as lost or missing, we may offer:
- A replacement at no additional cost, or
- A refund to the original payment method.
The resolution offered depends on investigation results, item availability, and order history.
When am I not eligible for a replacement or refund?
We are not responsible for:
- Incorrect shipping addresses provided at checkout.
- Orders confirmed as delivered to a secure or designated location.
- Delays or losses caused by events beyond our control (e.g., weather, customs, strikes).
Do you limit repeated claims?
Yes. To prevent abuse, we may limit replacements or refunds for repeat claims or high-value orders and may deny claims suspected to be fraudulent.
How can I contact support?
Please reach out to Customer Service Team with your order number and details.
Can this policy change?
Yes. This FAQ may be updated at any time. The latest version will always be available on our website.
