We are sorry to hear you didn’t receive your package. We would like to help you locate it.
Often times, the parcel was left at a back door, with a neighbor, or with your building administrator.
Please follow these steps:
- Verify the shipping address on the order confirmation email and confirm that it matches your place of residence/business.
- Double-check your back door and/or your mailbox, mail room, or receiving office. The courier may have dropped the package off at a location they deemed to be safer.
- Determine if your family, housemates or neighbours signed for the package upon delivery.
- If you are able to obtain the ‘Proof of Delivery’ from the courier, inquire with the person who signed for your package.
- If you know the person who delivers your mail, ask them to confirm where and when the package was delivered
If you are still unable to locate the parcel after these steps, please reply to this service ticket. A customer care agent will be able to help you with the next steps once you confirm that you have completed these steps.