What if my package got lost stolen or damaged?Updated 8 days ago
If your package is missing, lost, stolen, or arrives damaged, we recommend taking the following steps:
- Check Your Tracking Information First
If your package is still in transit and has not yet been delivered, please allow up to 15 business days for tracking updates or delivery. Carrier tracking may not update consistently while a package is moving through the postal system. - Contact the Shipping Carrier
The carrier may be able to provide additional information, locate the package, or resolve the issue more quickly. We are only able to see the same tracking information available to you. - If Your Package Shows as Delivered but Is Missing
Please allow up to 7 business days from the delivery date before contacting us. The package may have been delivered to a nearby location, neighbor, or may have been incorrectly scanned as delivered by the carrier. - Still Need Help?
If the carrier is unable to assist, please reach out to our Customer Experience Team. We’re happy to help you look into the situation further.
What Is OrderProtect?
OrderProtect is optional shipping insurance available at checkout. It protects the physical items in your orderagainst certain shipping-related issues, including:
- Lost or stolen packages
- Items damaged in transit
- Incorrect or missing items
- Packages delivered incorrectly by the postal system
OrderProtect covers the physical items in your order only. It does not cover returns, return shipping costs, or original shipping costs.
We highly recommend keeping OrderProtect on your purchase for added peace of mind, since once an order leaves our warehouse, it is no longer within our control.
Can I Opt Out of OrderProtect?
Yes! OrderProtect is optional. If you prefer not to include this protection:
- Click into your cart before checking out.
- Toggle off the blue OrderProtect option above the checkout button.
You’ll see the option to choose either Protected Checkout or Checkout without OrderProtect before completing your purchase.
Please note: If you choose to remove OrderProtect, we may have limited options to assist with shipping-related issues once your order has left our facility.