All of our orders are handled by UPS and USPS.
Therefore, we have to rely on their tracking systems to locate the order.
Sometimes, the package can arrive a day or two later, or it may be in a separate locker.
PLEASE make sure to add extra options (i.e. Signature) or choose the right shipping method that suits your situation.
1. Contact the local USPS or UPS for a lost package. Provide them your tracking number.
2. Check the parcel locker or surrounding area.
3. Email us the ticket, we will take a closer look to confirm the package is not delivered.
[IF THE PACKAGE IS MISSING]
In an event where the tracking number says the shipment is delivered, but the package is missing, please contact the local USPS or UPS and provide your tracking number.
We must open a ticket to figure out and locate where the package is.
Once we confirm that the package is lost, we can either re-send the product, or issue a full refund. If the customer fails to notify the carrier within 14 days from the delivery date, or has no proof that the package is in fact lost, we are not responsible for the lost package.