Undelivered, Lost & Stolen Packages
Undelivered (Delivery Exception, Lost In Transit, Stuck In Transit)
If a package is not delivered within 14 days after shipping, please check the tracking history for movement of the package and reach out to our customer service personnel to make us aware of the situation. If a delivery exception is noted by the carrier, or the package has been lost by the carrier, we will issue a full refund for the order. If there is simply a delay in delivery service due to weather or an unforeseen issue encountered by the carrier, but the package is still moving in transit to the delivery location, we will allow another 3 business days for the carrier to deliver the package before providing further assistance.
Stolen Packages
If an order is marked by the carrier as delivered, but after searching all possible areas of delivery you cannot find your package, please contact our customer service personnel immediately. Our personnel will check the tracking history of the package and open a claim with the carrier so the carrier can check their records. If the carrier finds that the delivery status of the package is incorrect and the package is lost, we will issue a full refund for the order. If the carrier holds that their record of delivery is correct, we will assume the package was stolen and issue a 50% refund of the product value, shipping cost, and any other taxes and fees associated with the purchase. A refund of the remaining 50% can be requested with a copy of a stolen package report filed with local authorities via email. NOTE: Carrier claims may take up to 2 weeks to be concluded.