Address Issues, Lost Shipments, and Delivered but Not Received

We understand that shipping issues can happen. If your package was sent to an incorrect address, appears to be lost, or shows as delivered but you have not received it, please contact Customer Support as soon as possible.

Address Issues

Customers are responsible for providing a complete and accurate shipping address at checkout. If your order has not yet been processed or shipped, we may be able to update the address. Once an order has shipped, we cannot guarantee that the address can be changed or redirected.

If an incorrect or incomplete address causes a package to be delayed, misdelivered, returned, or lost, available options will depend on the shipment status and whether Package Protection was purchased.

Lost or Undelivered Shipments

If your package appears to be lost or has not arrived within the expected delivery timeframe, please contact Customer Support with your order number. We will review the tracking information and determine what options may be available based on your order and Package Protection coverage.

Delivered but Not Received

If tracking shows that your package was delivered, please check around the delivery location, with household members or neighbors, and anywhere the carrier may have safely left the package.

If you still cannot locate it, contact Customer Support so we can review the shipment and determine the next steps.

Package Protection

If Package Protection was purchased and the package cannot be successfully delivered or is confirmed lost, we will help with a replacement shipment when eligible. Before sending a replacement, we will ask you to verify your complete and correct shipping address. A signature may also be required for delivery.

If Package Protection was not purchased, we cannot guarantee a complimentary replacement or reimbursement for packages affected by an incorrect address, loss, or delivery issue.

If a package is returned to us, we can typically reship it after it has been received and processed. The customer will be responsible for the additional shipping cost.

Need Help?

Please contact Customer Support as soon as possible and include your order number, tracking information, and complete, correct shipping address. We’ll review the shipment and let you know what options are available.