If your package has not arrived or seems to be stuck somewhere, here is what to know.
Check your tracking first
Every order includes a tracking number, sent to you by email once a label is created. Check the carrier website for the latest status:
- USPS: usps.com/tracking
- DHL Express: dhl.com/tracking
Common situations
Package is still in transit
International shipments can take anywhere from 1 to 4 weeks depending on the destination and customs processing. Domestic orders typically arrive within 3 to 7 business days. Delays happen — especially with customs — and most packages do eventually arrive.
Tracking shows delivered but you did not receive it
Check with household members, neighbors, and any secure delivery locations (mailbox, front door, parcel locker). Carriers sometimes mark packages as delivered slightly before actual delivery. If it still has not turned up after a day or two, contact us.
Package appears to be returned to sender
Packages are occasionally returned due to an incomplete address, failed delivery attempts, or customs issues. Once a returned package is physically back in our hands, we will reach out to discuss next steps — typically a refund or reship.
When to contact us
- Your domestic package has not arrived after 2 weeks from the ship date.
- Your international package has not arrived after 2 months from the ship date.
- Tracking shows it was delivered but you never received it.
- Tracking has not updated in over 2 weeks.
When you reach out, please include your order number and tracking number so we can look into it right away.
As a note, we will not contact the shipping provider (USPS or DHL) on your behalf. If contact is needed with them, it is out of our hands, and you will need to reach out to them yourself. We are happy to provide multiple methods to do so.