We're so sorry to hear this — it's frustrating, and we're going to help.
First, a few quick checks:
- Check all possible delivery spots — front door, side door, garage, mailbox, with a neighbor, or the building office/mailroom.
- Check with anyone in the household — a family member or roommate may have brought it inside.
- Wait 24 hours — carriers occasionally mark packages as delivered a day early. It often shows up the following day.
If it's still missing after 24 hours:
- Reply to this message with your order number
- We'll file a trace with the carrier on your behalf
- From there, we'll work with you on a resolution — which may include a replacement or refund depending on the outcome of the investigation
A note on carrier investigations:
USPS and UPS investigations can take 5–10 business days. We'll keep you updated throughout the process and advocate on your behalf.
We take these situations seriously. You ordered something meaningful, and we're committed to making sure it reaches you.
Apr 2, 2026