What should I do if I haven’t received my package?

Last updated: 1/5/21
Due to the coronavirus's impact and the mandates in place, your order may experience a shipping delay. This delay is due to several factors, including travel restrictions, available staffing, and/or federal/state/local mandates.

- Standard shipping is 3-5 days plus an additional 1-3 days for processing.
- Standard shipping of Personalized product is 3-5 days plus 2-6 days for processing.

If you haven’t received your package within our standard delivery times, please follow the steps below. 

Solution

1. Make sure you check the delivery times for the product type of your order. If your order contains personalized products, delivery takes 1 - 2 business days longer. 
2. Check the delivery status of your order in the table below. It explains each stage the delivery can be in and what you can do at that stage.

 

Delivery status

Solution
Order has status ‘Canceled’

Your order may have been canceled for various reasons. You will receive an email explaining why your order was canceled.
Order stuck on status ‘Order received’

It can be that the product you ordered is out of stock. Please contact us.  If the product is out of stock, the order gets canceled.

Order has status ‘Order shipped.’ The tracking number is stuck on status ‘Out for delivery’ or ‘Label
has been created.'
Your order has left our warehouse and is now in the hands of the carrier. Please contact us


Order has status ‘Order shipped.’  The tracking number on the
carrier website states ‘Package
has been delivered’ but the
the package wasn’t delivered
Please visit section 3 of our shipping limitations terms and conditions located here

I didn’t receive my package, but
the tracking number on the
carrier website states ‘Package
has been delivered.’
Please visit section 3 of our shipping limitations terms and conditions located here.

WHERE IS MY ORDER?

Log in or use the Order Tracker to quickly track your order, start a return, and check the status of a refund.

no answer to your question?

ask our customer care