My package is lost/missing. What should I do?

We’re sorry you're having issues with your order delivery. Let's fix it together!

If you believe your package is lost in transit:

  • Contact the carrier that last had your package.
    • For free shipping this could be DHL or USPS.
  • 8 days may pass with no shipping update due to transit times and carrier scanning method. 
  • If it has been more than 8 days with no update, please contact our Customer Experience Team. 

If your tracking says delivered from the carrier: 

  • Check your mailbox as well as areas around your front door or mailroom.
  • Check with the carrier.
  • Check with neighbors to see if they have your order, it could have been delivered next door.
  • Still can't find your package? 
    • If your package still hasn't turned up in 48 hours, please reach out to our Customer Experience Team for further assistance.
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