Why is my order delayed or not delivered?

If your order hasn’t arrived as expected or appears to be delayed, you can report a problem through our online portal.

Check your order first

Before reporting an issue, please check your tracking information using:

• The link in your shipping confirmation email, or
• Track & Manage Orders at the bottom of our website

Orders may be delivered as late as 8 PM local time, so we recommend waiting until then before reporting an issue.

How to report a problem

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 are a gift recipient and prefer not to notify the purchaser, you can select that option during the process.

What happens next

Once your request is submitted, you can choose how to resolve the issue:

• A replacement order sent to your shipping address or another address of your choice
• A refund issued to your original form of payment or a gift card

Please note:

• 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

If your order is reported before the expected delivery date, you may see a message prompting you to wait before continuing.

Tracking updates or delayed shipment

Tracking updates may pause while your package is in transit. In many cases, the order is still moving and will arrive.

If your order appears stuck for several days, please contact Customer Service for assistance.

If a replacement order is sent and the original package later arrives, we’ll provide a prepaid return label so you can send it back.

Why is my order shipping with UPS to a PO Box?

Some orders are shipped using a combination of carriers.

If your order is shipping to a PO Box:

• UPS may handle part of the shipment
• USPS completes the final delivery

You can continue using the same tracking number throughout the entire delivery process, even after the package is transferred to USPS.

This handoff helps ensure delivery to locations that UPS cannot reach directly.

Need help?

If your order is significantly delayed, marked as delivered but not received, or you need help reporting an issue, please contact our Customer Service team—we’re happy to help.