The carriers we use ship millions of packages a day. Unfortunately, there are some issues from time to time, such as loss of tracking, delayed tracking, etc. Most of the time, the items are recovered and delivered, but in the event that an package is lost, we can definitely help you with the claims process and in most cases, get you a refund instantly.
If you would like to view tracking you can check out our help center article here.
Click here for a guide on how to view tracking information.
Once an order gains tracking information, it is guaranteed that it has left our warehouse.
Our carriers do NOT scan each package upon pick-up at the warehouse, so the first tracking update and scan will come at the carriers' origin facilities. These updates often take several business days to occur.
You can also subscribe to order updates with the help center article here, this will help you get email notifications for orders when the tracking information is updated.
Before reaching out to us to file a claim and reimburse you, orders must meet the criteria as outlined below:
- No tracking updates for 15 days (all carriers, except Media Mail)
International and Military (APO, DPO and FPO) Shipments
- No tracking updates for 30 days (all carriers, except DHL Express, UPS Express)
Standard Carrier Options (DHL Global Mail, UPS Mail Innovations, USPS services)
Delivery confirmation to the destination address is limited to some countries and your country/area may not have delivery confirmation available. Please see the scan rates for international shipments below:
Scan rate: 95 -100%
Belarus, Canada, Denmark, Estonia, Finland, Hong Kong, Ireland, Italy, Japan, Malaysia, Malta, Netherlands, New Zealand, Poland, Portugal, Singapore, Slovakia, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, UAE
Scan rate: 90%-95%:
Australia, Austria, Belgium, Croatia, Germany, Israel, South Korea
Scan rate > 80-90%:
Czech Republic, France, India, Oman, United Kingdom
For these carriers, please check with the buyer. We must wait for 30 days of no tracking activity and receive a written confirmation from your buyer that the shipment was not received before filing a claim.
Expedited Carrier Options: DHL Express and UPS Express
These are express services and get better tracking updates. After 15 days of no activity for these carriers, we can claim these as lost.
*Please note that we do not file claims for items marked as "Delivered" or have a final milestone scan (e.g. "ARRIVAL AT DESTINATION COUNTRY - END OF TRACKING, DELIVERY SHORTLY." See screenshot below).
*You can add "signature required" to any USPS or UPS package for $3.50 per order by clicking Actions-->"Add signature required instruction" on any order details page.
Here are the time estimates for the following carriers:
- Standard Carrier options: 7-30 business days
- Expedited carrier options: 2-4 business days
*Please make note that this is just an estimate, as additional delays like weather, or other things can cause the package be delayed.
If you would like to see which carriers we work with, you can check out the help center article here.
Filing a claim and seeking reimbursement:
To proceed with a claim, please follow the links below for more information on how to file a claim:
*Please note: claims can only be filed for orders shipped in the last 90 days