Delivery Issues, Damaged Packages & Shipping ClaimsUpdated 15 days ago
My package arrived damaged. What should I do?
If your package arrives with damaged packaging or damaged products, please contact our Customer Success team within 48 hours of delivery.
To help us review the situation, please provide:
Photos of the exterior of all boxes received
Photos showing any damage to the packaging
Photos of the products inside the package
Photos of shipping labels, if requested
Please keep all packaging materials and products until our review is complete.
An item is missing from my package. What should I do?
If your package arrived but a product from your order is missing, please contact our Customer Success team within 48 hours of delivery.
Please provide:
Your order number
The name of the missing product
Photos of the products you received
Photos of the exterior of all boxes received
Photos of shipping labels, if requested
Some orders may arrive in more than one package, so we recommend checking your shipping confirmation and tracking information to see whether another package is still on the way.
Once we have the details, we'll review your order and shipment information and help with the next steps.
My package is missing. What should I do?
If your package has not arrived and the tracking does not show it as delivered, please check the tracking information for the latest carrier update.
If the tracking has stopped updating, the package appears delayed beyond the expected delivery timeframe, or you have another concern about its location, please contact our Customer Success team with your order number.
We'll review the tracking and shipment details and determine the appropriate next steps.
My tracking shows "Delivered," but I can't find my package.
Before contacting us, please:
Check around your property for alternate delivery locations
Check with household members, neighbors, or building management
Review the tracking information for any delivery notes
If you still can't locate your package, please contact our Customer Success team within 48 hours of the delivery notification.
We'll review the shipment and tracking information and help determine the next steps.
My package was left outside and was damaged by weather. What should I do?
If your package was damaged after being left outdoors following a successful delivery, please contact our Customer Success team and send photos of the package, products, and delivery location.
Each situation is reviewed individually. Factors such as the delivery location, weather conditions, package condition, and the amount of time between delivery and discovery may all be considered during our review.
While we can't guarantee a specific outcome, we're happy to review the circumstances and see how we can help.
Who files shipping claims?
If a shipping claim is needed, we'll handle that process on our end.
To help us determine the next steps, we may request photos and additional details about the shipment. Providing complete information allows us to review the situation as quickly as possible.
Please keep the package, products, and packaging materials until we've completed our review.
What information will you need?
Depending on the situation, we may request:
Your order number
Photos of the package and contents
Photos of shipping labels
Details about the delivery location
Information shown in the tracking record
The name of any missing or damaged products
The more information you can provide, the faster we're able to review your concern.
How can I help prevent delivery issues?
We recommend signing up for UPS My Choice®, a free service that allows you to:
Receive delivery notifications
Track packages in real time
Add delivery instructions
Redirect eligible shipments
Manage deliveries when you're away from home
If you're expecting a delivery during bad weather and may not be available to bring it inside right away, consider arranging a covered delivery location or leaving a waterproof covering, such as a tarp, in the delivery area.
**Please note that delivery preferences are managed directly through UPS My Choice and may not be available for all shipments.