I didn't receive my order. What should I do next?
The tremendous growth of e-commerce has led to many challenges with shipping and deliveries, so there are times when orders are not received as expected. In any case, we will work with you and our couriers to ensure that you receive what you ordered as quickly as possible! Below are different scenarios and processes we follow to ensure a positive customer experience:
My tracking status shows an item was delivered, but it can not be located on the property
- Check areas around your property where you might not expect your item to be left by the courier. Some delivery personnel will deliberately hide items to prevent theft.
- Check with your neighbors. It is not uncommon for us to find that a neighbor accepted an item by error or as a courtesy.
- If the item cannot be located, contact our customer service team. We will ask FedEx to send a driver back to the location to attempt to find the lost package. Please allow 3 business days for this process.
My tracking status displays "Order placed and awaiting shipment."
You will see this order status until we have shipped your item. If your order has remained in this status for more than 48 hours, contact our customer service team so we can make certain your order is fulfilled as quickly as possible.
My FedEx tracking has not moved beyond the "Shipment information sent to FedEx" status for more than 72 hours.
Considering that your package will not receive an update until the first scan in a distribution center, it is not uncommon for this status to show for 1-3 days after shipping. If your delivery has been stuck on the "Shipment information sent to FedEx" status for more than 72 hours, contact our customer service team so we can follow up with our courier.
My FedEx tracking status has been stuck on "Pending" for more than 72 hours.
Contact our customer service team. We will ask FedEx to investigate, or "trace" the package. Please allow 3 business days for this process. If the item is not located, a claim will be filed and we will ship a replacement right away.