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I think my order may be lost, what should I do?

If your order gets lost, its a very sad day! We want to get this resolved for you as soon as possible. Please read on to know what the next steps are, depending on your situation:

I'm an international customer and my order has not arrived. What's going on? 

  • Average delivery time for international orders is approximately 2 weeks, but should take no more than 6 weeks. Unfortunately, because our international shipments do not include tracking information, we cannot determine the exact location of the package throughout its journey.
  • If you contact us prior to the 6-week mark, we will need to wait until the 6 weeks is up. If it has been more than 6 weeks since your ship date, please contact our customer service team. If we are not contacted within 60 days of the shipping date, we may not be able to follow up on your order for any information and a refund or replacement may not be issued. 

I'm a domestic customer and my tracking isn't updating. Is my package lost? 

  • Please allow 24-48 hours for the tracking to start updating after you've received your shipment notification. If it has been over 48 hours and the tracking number is still not updating, please contact our customer service team as there may have been a problem when your package was picked up by our shipping partner.
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