What Do I Do if My Shipment is Lost or Missing?

My Package Never Arrived!

In some cases, orders will be split into multiple shipments with independent delivery times. To make sure your order is still on-track to be fulfilled, We recommend the following:

  • Check the detail page of your order. Here you will find a full list of applicable tracking numbers that you can use to see where your products are in the shipment process.
  • Verify that the product(s) delivered are those indicated on the packing slip included with the shipment.

If you have confirmed the above recommendations and that all shipments on your order have been received but a product is missing or incomplete, please contact Customer Service by submitting a request here.

My shipment says it is “Delivered,” but I haven’t received it.

First, thoroughly check around your doors and patios for the missing package. Often times, carriers will place them around and behind other objects and furniture to keep them out-of-sight.

In some cases, such as orders shipped in two steps (as with our SurePost option), shipments will often be marked as “Delivered” by UPS when they are handed over to USPS for final delivery to the destination address.

For orders shipped using SurePost, please allow for an additional 2-3 business days for final delivery.

If the package cannot be found, contact a member of the Customer Service team by submitting a request here to review your options.

Note: Some small items may ship via SurePost, which UPS delivers to USPS (your local post office) and they then deliver to your shipping address. In this case, there will be a UPS tracking number as well as a USPS tracking number. You can obtain the USPS tracking number by viewing the details in the Shipment Details tab.

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