If your package appears to be lost, we will work with you to make it right. Please review the information below before reaching out.
If your tracking has not updated recently
UPS typically updates tracking at least once per day. If your package has had no movement for one to two days, it may be experiencing a brief delay rather than a loss. In most cases, we recommend waiting one additional day to see if movement resumes.
If the delay has exceeded four to five days with no update, or if your delivery is time-sensitive, submit a request and we will open an investigation right away.
If your package is confirmed lost
We are sorry. While we do everything we can to ensure your order arrives safely, we cannot control what happens once a package is in UPS's hands.
If your package is confirmed lost, we will make it right. You can choose how you would like us to proceed:
- Reship: We resend your order at no additional cost.
- Refund: We issue a full refund to your original payment method.
- Store credit: We apply the full value of your order as credit toward a future purchase.
The choice is yours. Submit a request and let us know how you would like to proceed.
If your order contained multiple packages and only one was affected, the resolution applies to that package only.