Fret not! But first, we recommend you to check with:
• Anyone at home or your neighbors if they have received it on your behalf
• Building security/staff
• Your email/messages in case the delivery company has left it in a safe place/parcel collection location
Sometimes the tracking information may be inaccurate, and packages are marked as 'Delivered' before they arrive!
If this is not the case please check with the carrier:
|
Carrier |
Contact Page |
|
Fedex |
https://www.fedex.com/en-us/customer-support.html |
|
UPS |
https://www.fedex.com/en-us/customer-support.html |
If you still cannot find your package, it's time to contact our customer support!
Since the tracking indicates that your order was delivered to your address, our customer support team needs a few things from you before they can assist you. This includes,
1. Authenticating your identity by submitting an ID image and a selfie through our identity verification partner Onfido.
2. Downloading, printing and completing the Lost Order Consent Form
To get started, you can log into your account > My orders > locate the item(s) in question and click Help. From there select I did not receive my order > Tracking shows that my order has been Delivered and follow the prompts to submit a claim to our support team. Our Customer Support Team will then get back to you within 3 working days.