When to report an order issue

Follow
Lost item

An item is considered lost if it never is reported as Delivered. This can also include if your order has been stuck in any shipping state OTHER than "Delivered" You may report an order issue if enough time has been allowed for delivery to take place and it's well past the expected delivery date, or if your order is stuck in a shipping state other than "Delivered"

Order issues are considered "lost" after 7 days without a tracking status update (20 for international) and must be filed no later than 30 days from the last update.

Damaged order

If your item arrives damaged, unusable, or otherwise in an unacceptable condition, we invite you to report an order issue right away. Please remember to include pictures of the item(s) and packaging. Order issues for the damaged item(s) can be reported right away. Damaged packages must be filed within 15 days from the date it was marked delivered. 

Stolen package

Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises."