If a package doesn’t get delivered to the shipping address provided in your account within a specified time frame, please contact our Support Team via Toll-Free 888 909 5908 or email firstname.lastname@example.org with your order number or a complete name the order was placed under. An agent will start a case with a shipping carrier on your behalf to locate your package and typically about 90 % of packages get delivered to recipient address within 3 - 5 business days from the case initiation date. If it has been more than 5 business days from the date a claim was filed, you are entitled to a 100% refund or a replacement. If an order involves international shipping, the time to complete an investigation can vary depending on the country.
If you claim a package was not delivered to the correct shipping address but its tracking status says “Delivered”, you are not entitled to a refund or a replacement and it becomes your responsibility to file a claim with a mailing carrier.