Item not received, but marked as delivered
If the item has been marked as delivered, and you have not received the item, you can request a re-shipment of the item.* We may open an investigation with the courier, they may return to the delivery location to perform an inspection. Please allow 7-10 business days for resolution of your claim.
Maximum of 1 reshipment per order.
No requests can be made more than 7 days after order is marked as delivered.
Steps to request a reshipment:
- Check your tracking information, and confirm that the order should have been delivered.
- Contact your local postal service to locate the package.
- Check the email receipt you received when ordering, and ensure the
- Contact the support team with the following information:
- Full Name
- Full Address (Include Apartment Numbers)
- Order # and/or items in order for reshipment
*If order has a total value of more than $100, we may request a new or more secure address for delivery.
Already Shipped, to wrong address.
If the item has already shipped out to the incorrect address, you can follow this article for ways to retrieve your package.
If you are unable to retrieve your package, you can request a re-shipment of your order.
The standard re-shipment fee for orders sent to the incorrect address is $15.
Alternatively, you can also place a new order with our company, and use the updated or corrected address.
If you do not know if your order has shipped yet, please see this article.
Item Stuck in Transit for over 15 days without movement (Domestic / USA)
If your tracking number shows a package has stalled in transit for more than 15 days, you may request a free re-shipment of the product.
Maximum of 1 reshipment per order.
*If order has a total value of more than $100, we may request a new or more secure address for delivery.
Item Stuck in Customs for over 30 days (International)
If your tracking number shows a package has stalled in customs for more than 30 days, you can request a free reshipment of the product.
Maximum of 1 reshipment per order.
*If order has a total value of more than $100, we may request a new or more secure address for delivery.
Package damaged during delivery
Please provide pictures of the damaged packaging and product so we may open a claim with the courier.