Frequently Asked Questions

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SHIPPING

What is your policy on delayed delivery?

While we can provide an estimate for when you might receive your order, we cannot guarantee a specific delivery date or time. Generally, packages arrive within the expected shipping timeframe, but occasional delays may occur due to unforeseen circumstances with our partner couriers.If you experience a delay, we recommend contacting the courier directly for more details on the cause and updated delivery time. Use your tracking number to check on the [17track website]. Alternatively, you can reach out to our Customer Success team through our [contact page], and we’ll do our best to assist you.

My package is missing, what should l do?

While we’re not responsible for lost or stolen packages once marked as delivered by the courier, we’re happy to assist in locating your missing order. Please follow these steps:

Check with family members or neighbors, as they may have accepted the package on your behalf.
Inspect areas around your home, such as exterior doors or hidden spots (e.g., behind a plant), where the courier might have left the package for safety reasons, especially since these deliveries often don’t require a signature.
If the package isn’t found, contact the courier using the tracking number from your shipping confirmation email. There’s a chance the package is still with them, and it was mistakenly marked as “Delivered.”
If you still can’t locate the package, please sent your order number via to our [Contact team] and we will assist you further.

Why was my package tagged as "returned to sender"?

Here are the common reasons why packages are returned to us:

The shipping address provided is incorrect. To ensure smooth delivery, please double-check your address before placing your order.
The recipient was unavailable to receive the delivery.
The recipient or a household member refused the delivery.
There are outstanding customs fees that need to be settled.
If the courier is unable to deliver the package, it will be held at a nearby distribution center. If unclaimed within the holding period, the package is returned to the sender.

If your package is returned to us, we’d be happy to reship it. Simply send your updated shipping address and order number to our Customer Success team via our contact page. Alternatively, we can issue a refund (minus shipping and handling fees).

Frequently Asked Questions

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SHIPPING

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