If your tracking is showing that your package was delivered but you didn't receive it, we ask that you use the following steps.
- Please check with your local mail carrier. They have to scan the package delivered and are your best source of information. They do take pride in your work and can GPS verify where the package was delivered. If left somewhere else they will attempt to retrieve it for you.
- Please check with your neighbors as sometimes these packages get left on the wrong doorstep. Mail carriers do make mistakes.
- Check with your local post office as there may have been an issue with the delivery and the package may be available for pickup.
- We ask that you wait 24 hours after the order has been marked delivered to see if it does show up. It has been known that packages will mysteriously show up the next day.
If your none of these steps have located your package, the next step is to file a claim with Route, the shipping insurance company who insures our orders (Had to have selected this option during checkout). You can use the following link https://claims.route.com/ , the email that was sent to you after your order, or their IOS app to file the claim. They will either refund or replace the order for you.
If you have any questions or issues with the claim process you can reach out to our customer support using the contact us link or emailing firstname.lastname@example.org.
We appreciate you and apologize for the inconvenience.