Once your order leaves our hands, it is placed in the care of the United States Postal Service (USPS). Except for a few 2020 COVID-related hiccoughs, USPS has treated us very well and always provides speedy delivery service with minimal to no issues. In fact, until 2020, we’ve never had a package lost and only remember one that was damaged!
With the increase in packages across the country, along with low staff from COVID outbreaks, and the overwhelming amount of mail-in ballots (talk about rocking the vote!) the USPS has been experiencing delays, and yes, they have lost a few packages.
Here’s what we do to help make sure you get your order:
If Your Package is Lost:
Visit https://www.usps.com/manage/ and enter your tracking number. Your tracking number was emailed to you as an order update once the shipping label was generated. It’s also listed on your order thank you page (you can find that URL in your order confirmation email too).
You’ll want to note the “Status” portion on the tracking page and match it with the options below. You’ll also want to note the expected delivery date listed just below your package status.
Pre-Shipment
This means the label was generated, but USPS does not yet have your package. We hand over our packages the same day we generate the labels. If the Pre-Shipment date is more than one or two business days ago, this means that USPS has received your package but has not scanned it into their system. Here is how to fix it:
- In our current shipping climate, sometimes the package is not scanned in at the first pickup location but is scanned a few days (and up to a few weeks) later at a distribution center.
- Fill out the “Find My Package” form below.
- We’ll contact USPS and find out what’s going on.
- Once we can confirm that USPS has your package, we’ll update you. If we confirm that they have lost your package, we’ll start the replacement process for you.
In-Transit
This means that your package is in the care of the USPS, and it’s on its way to you. Typically, your package will arrive within 2-5 days (First Class Mail) or 1-3 days (Priority Mail). However, your package may have been incorrectly routed within the USPS system, or even lost (exceedingly rare, but it has happened once or twice). If the In-Transit date is more than 10 days from your purchase date, here is what we can do to fix it:
- Fill out the “Find My Package” form below.
- We’ll contact USPS and find out what’s going on.
- 90% of the time, a call nudges them to find your package and get it on its way to you within a day or two.
- If USPS cannot find your package, we’ll start the replacement process for you. Unfortunately, it could take 5-10 days to determine that your package is in fact lost- so, please let us know right away!
You might also see notes about your In-Transit packages indicating that delivery is delayed. Unfortunately, there is nothing we can do about USPS delays. Take a peek under “Tracking History”. If you can see that your package is still traveling and making its way to you, we just have to wait for delivery. You should still fill out the FIND MY PACKAGE form so that we can keep an eye on things and nudge them along if needed.
Delivered
This means that your package is waiting for you at your home (or office, depending on where you asked us to ship it to).
If your package status is Delivered, but you don’t have your package, here’s what to do:
- Check around the mailbox, front door, side door, bushes, etc. It is like an Easter egg hunt for “Where did they put my soap?”!
- Check with your neighbors. Your postal carrier might have dropped it off at the wrong house.
- If all else fails, the next step is to call your local post office. Ask them where it was delivered.
- USPS often marks the package as delivered the day before delivery. Most of the time waiting an additional 24 hours solves the issue.
- If you still can’t find your package, fill out the “Find My Package” form below and we’ll start the replacement process for you.
If your package status is DELIVERED, we only have 10 days to file a claim on your package. Requests for replacement or refund cannot be granted after 10 days from the USPS delivery date.
Find My Package
If Your Package is Damaged:
First, don’t worry. We’re going to fix it! All we need is a picture of the damaged package and a few pieces of information from you about your order.
Fill out this short form. We will file a claim and ship replacement items or issue a refund.
Fix My Order
Replacements and Refunds
If your package was lost or damaged, we can either issue a refund or send a replacement. Here’s a quick run down on how it works.
All of our packages are insured at our own cost. This extra expense helps us make sure that we can take care of you and keep the lights on when situations like lost or damaged packages happen.
You can request a replacement package or a refund once we have filed an insurance claim. You don’t have to wait for the claim to be completed (that process takes about 6 weeks), we’ll bear that burden. However, we cannot issue a replacement or refund until we are able to file a claim.
For us to file a claim for a lost package, we have to show proof of a missing or lost package and give the USPS a chance to find it. Typically, they do find it (hurrah!), but in the rare cases that they don’t find it, we’ll take care of you. Just fill out the FIND MY PACKAGE form to get things started. Note: You must fill out the FIND MY PACKAGE for within 10 days of the reported DELIVERY by USPS. Any lost claims outside of this window will be eligible for a replacement or refund.
For us to file a claim for a damaged package, we have to show proof of that damage, along with a note from you. Once we receive that information, we’ll take care of the rest! Just fill out the FIX MY ORDER form to get things started.
When your replacement request is approved, we’ll get it in the mail within 1-2 business days. Simple as that!
When your refund request is approved, we will issue a refund of the purchase price for the damaged or lost items. As we are not refunded the shipping cost, we do not issue a refund to you for the shipping cost either.