Shipping Carrier Claims

Tracking information is available for the Express, International Express and International Premium shipping methods. If your tracking information shows that your order was delivered but you did not receive it, please contact our Service Team. Our Service Team will ask you to check the following things:

  • Check that the address you provided to us was correct and complete.
  • Check with family members to see if anyone else received your package. We’ll also ask you to check your front door, any other doors and surrounding areas (if business, check with co-workers).

When contacting our Service Team, please provide us with your order number and a phone number where we can reach you.

The Shipping Carrier Claims process can take up to 8 business days. The Shipping Carrier will perform an investigation to confirm that you have not received your package. They will also ask you to sign a legal document stating that you did not receive the goods in question. Once the investigation is complete, the Shipping Carrier will inform us of the results.

If the claim is approved, we can either produce and ship your order again or offer you a refund. Please note that when we re-ship a package, a signature is required on receipt of the second shipment. If the claim is denied, the reason for this would be because an individual at the shipping address confirmed delivery from the driver.