What if my order has not arrived?Updated 2 months ago

If your order hasn't arrived in a timely manner, there are 2 paths to follow:

If you chose Route Protection at checkout:
We've recently partnered with Route to help protect your purchase and ensure safe delivery. If you opted for Route protection, your package is insured from loss, damage, and theft.

• Lost in transit – claims must be filed within 30 days from the last shipping update.
• Stolen – claims must be filed within 3-30 days from when the order was marked delivered. Note: Route requires a 3-day waiting period before filing a claim marked as "delivered."
• Damaged – claims must be filed within 30 days from when the order was marked delivered.

How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route's expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.

If you opted for Route protection, please file a claim with the Route team HERE for quick assistance with "in-transit" related issues.

If you did not choose Route Protection at checkout:
Please contact us HERE within 30 days of receiving your shipping confirmation, and we can file a claim on your behalf. Outside this 30-day window, we are no longer able to file a claim with the carrier, and your package will be considered delivered.

If the carrier confirms delivery via the carrier website and/or visual photo, we are unfortunately not able to reship or provide a refund. We only use the most reputable national carriers (i.e. UPS, FedEx, DHL, and USPS), so we must trust when they mark it as successfully delivered.