How do I know if my order is lost?Updated 6 months ago

Lost orders are just the worst! Don’t worry, we won’t leave you hanging.

If the carrier hasn’t updated your tracking info, sometimes it’s just because the tracking scans are delayed. Carriers do not always scan packages initially when they're collected from our warehouse but usually are scanned once they get to the first distribution center. At times, shipments will suddenly resurface in transit, be out for delivery, or even be delivered.

We are unable to file a “lost in transit” claim until a certain number of days have passed without an update on the tracking information. 15 days with no updates on domestic US orders and 20 days with no updates for international and APO/FPO/DPO addresses. Thankfully, packages often suddenly resurface long before this time expires and we are able to resolve these issues sooner.

Please note: After 45 days we are no longer able to file a claim for a lost order. Because of this, we will not be able to refund you for the lost item but can either issue you store credit or a replacement order up to 60 days after the last tracking update.  If you have not reached out to file a lost claim before the 60 days, you will not be eligible for replacement as we have no way of verifying with the carrier that the order has been lost since most carriers will reset their tracking links after a couple of months.