If your order hasn’t arrived as expected or appears to be delayed, start by checking your tracking information through the link in your shipping confirmation email or Track & Manage Orders↗.
Orders may be delivered as late as 8 PM local time, so we recommend waiting until then before reporting an issue.
How do I report an order that hasn’t arrived?
If your order still hasn’t arrived after the expected delivery date:
- Visit Track & Manage Orders↗
- Enter your order number without the dash
- Enter the billing ZIP code used at checkout
- Select Report a problem
- Choose I never received this order
If you’re a gift recipient and prefer not to notify the purchaser, you can select that option during the process.
If you try to report an order before the expected delivery date, you may be asked to wait before continuing.
What happens after I report my order?
Once your request is submitted, you can choose:
- A replacement sent to your shipping address or another address of your choice
- A refund to the original payment method or an Uncommon Goods gift card
Refunds to the original payment method are available within 30 days of delivery. After 30 days, refunds are issued as a gift card.
Gift recipients receive refunds as a gift card. A valid email address is required to receive a digital gift card.
What if my tracking hasn’t updated?
Tracking updates may pause while your package is in transit. In many cases, the package is still moving and will arrive as expected.
If your tracking hasn’t updated for several days, please contact Customer Service for assistance.
If a replacement is sent and the original package later arrives, we’ll provide a prepaid return label so you can send it back.
Still need help?
If your order is significantly delayed, hasn’t arrived, or you need help reporting an issue, please contact Customer Service↗—we’re happy to help.
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