Order delivered but not received?

It's important to read through all details on this page as it will help you understand the process if we have sent you the link to this page.) Of the thousands of orders we have shipped, we occasionally get emails stating that an order was not received although your tracking shows it was delivered to your mailbox or an individual at the address.

Below we have explained the two different processes we will take to resolve this issue to help locate your package. As a reminder when we emailed you, your tracking we advised you of your tracking number and advised, "We are not responsible for lost or stolen goods once your package is delivered. Please be sure to make proper arrangements to receive your package."

Please understand we provide you with a tracking number to track your order and we now provide text message updates about your order status to assist you with setting up proper arrangements to receive your package.

We try to assist you in every way to set up proper arrangements to receive your package.

All tracking notifications you receive for your order are to avoid this situation. There are two processes we have if you received free or you paid priority for shipping. Before we explain please complete these steps.

If there are other people that live at your address please talk with them to see if they may have your package. And/or neighbors.
Check with your USPS/UPS delivery person. That is the person that delivers mail to your address on a daily basis.

Please review your order email to review the type of shipping you paid for.

Contact USPS by calling: 1-800-ASK-USPS® (1-800-275-8777) or UPS by calling 1 (800) 742-5877. With your tracking number from our email.
Please submit a missing mail claim with USPS by clicking here. Or with UPS by clicking here. Please contact us back with your claim information.

If you don't follow the above steps we can submit the claim for you but it will take 15 to 30 days for us to get a response. It's important we do this. We will not ship your order out again as we DO NOT want the same thing happening. So these steps insure if we ship again we can have the reassurance that it will be delivered to you the next time we ship.

Paid for USPS Priority Mail: If you paid for priority mail your package was covered by USPS insurance. If this is the case we will submit the claim for you and after USPS investigates depending on the outcome we will ship your order out again which will take 1 to 3 weeks before you receive new tracking. We would have loved for you to get your order the first time we shipped it however we understand USPS sometimes may not be perfect and miss placements of packages from them may happen. However to ensure you get our next shipment to you these steps help make sure USPS and their postal person get it right the next time.

YOUR ORDER

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