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Lost Shipments

All USPS Mail shipments will be considered lost if they have not arrived 20 days after ship date per the USPS. If delivery or signature confirmations show the package as delivered you will first be required to work with your local carrier, post office or building manager to determine the package whereabouts. In 95% of all cases one of these listed package handlers is responsible for mishandling your package and they must make an effort to locate your package. If you have purchased insurance from us we will reship all packages which have not arrived 10 days after shipment date. If the second package does arrive you will have 30 days to return one of the two shipments to avoid being charged. You will be notified via email if our records indicate you received both packages. If you have not purchased insurance we can reship your package 20 days from date of shipment. USPS International Priority Mail packages do not have tracking and you must wait 20 days after date of shipment to process a claim. Express mail claims can be made 7 days after expected arrival date. Customs delays are not considered lost packages and you must work with the carrier to expedite local customs clearance.

For UPS and Fedex shipments with date certain delivery times we can expedite replacement shipments once the carrier declares the package lost, usually with a few days of expected arrival date. You may make inquiries directly to UPS or Fedex with the tracking number we provided and once the carrier confirms to you that they are unable to locate your package please notify customer service – HERE.

UPS and Fedex shipping fees will be refunded once the carrier determines it has missed its delivery window. Shipping refunds can only be made if the selected carrier agrees to provide us with a refund. We will file the refund request on your behalf and process a shipping fee refund once our claim has been accepted. For UPS ground shipments please allow up to 10 days before filing a claim.

Please let us know when these time periods have elapsed, submit your claim form using the link below or at the website, and we will promptly proceed with the replacement of your order. If you do not wish to wait for these time periods to elapse you may pay for a replacement purchase and we will immediately ship that order to you with free expedited handling and priority shipping. Then once the time periods indicated have elapsed you may request a refund instead of reshipment.

Claims for lost, stolen or damaged packages must be made with 48 hours of posted delivery date or of expected delivery date. We allow up to 20 days for USPS Mail packages to be delivered before filing claims. Fedex and UPS claims must be made within 48 hours of expected arrival date.

We cannot accept any USPS claims made more than 25 days after original date of shipment or 48 hours after expected arrival date.

You may process your claim for lost packages using this form:

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