FAQ: Delivery troubleshooting
Fyi, we watch this stuff closely....
Just so you know, we monitor all outbound shipments closely. Problems don't always show up on the tracking, but we usually know pretty quickly when something detectable has gone wrong.
Help! My order hasn't arrived.
- Check the tracking?
- Check the shipping method?
If the expected delivery window for your selected service has passed, please contact us right away for help tracking down your order (or replacing it where appropriate). Our Shipping Guide has a table of expected delivery windows.
Help! Tracking says "Delivered", but it hasn't arrived.
Let us know right away if you have not received a package that is marked "Delivered". We'll help you with next steps.
After hours? Here's some basic troubleshooting tips you can follow while you're waiting for us.
- The package is somewhere you haven't looked yet. (Porch? Mailbox? Driveway?)
- A member of the household already brought it inside. (You'd be surprised how much this happens.
- The package was delivered e.g. to a neighbor by accident. This is rare due to use of GPS confirmation at time of delivery but it can happen on USPS deliveries, so it's worth waiting a day or two or checking with neighbors.
- The package was addressed incorrectly. Please check the order confirmation.
- The package was stolen (sigh).
Help! Delivery failure
If there is a delivery service failure that can't be rectified, or the tracking is stuck in pending status, we will replace your order. We do ask that you allow a little time for reasonable measures to be taken for recovery of missing packages, but if you let us know your need is urgent, we'll do everything we can
My order arrived, but something's wrong.
Received someone else's package? Wrong item, wrong size, wrong color?
If we sent the wrong thing, we are SO SORRY. Please contact us right away and we'll take care of it. We'll send the right item(s) and a label to return anything sent to you in error.
My order arrived late. Will you refund shipping?
Fedex and USPS shipments are not eligible for delivery timing guarantees. Sorry - that is the shipping world we live in now.