Sometimes packages can get lost in transit, and we’re here to help if that happens. If your order doesn’t arrive and the tracking status hasn’t updated in a while, just follow our claim procedure—we’ll review the situation and help you resolve it.
Here’s how we handle lost-in-transit orders and what steps you may need to take first.
When to submit a problem report
You’ll need to report the lost shipment within 30 days of the estimated delivery date. If the order is considered lost by the carrier and falls within this timeframe, we’ll cover the costs of reprinting and reshipping it.
Before we issue a reprint
To speed things up, we might ask you to help confirm a few details:
- Check the shipping address: Ask your customer to make sure their delivery address was entered correctly.
- Contact the local post office: Sometimes the package is nearby, and the post office can help locate it.
What if the tracking shows it was delivered?
If the tracking shows the package was delivered but your customer reports they didn’t receive it, we’re not able to cover the cost of a reprint or reshipment. However, you’re welcome to place a new order at your own expense if you choose to send a replacement.
You can find additional details in our Return Policy.
Still need help? Our Support Team is here for you—reach out anytime through our contact form or start a chat with us.