If your order does not arrive by the estimated delivery date for a guaranteed service such as UPS Next Day Air, please contact us immediately so we may resolve the situation. How we resolve the situation will depend upon the individual circumstances of your order. Possible solutions include but are not limited to refunding the shipping fee, reshipping your order, providing you with Customer Reward Points or any other solution we deem fit to rectify the issue.
If you did not select a guaranteed service, examples of which include USPS Priority Mail or UPS Ground, and your package did not arrive by the estimated arrival date, your shipping fee will not be refunded. You will need to continue to wait for your package to arrive for at least seven business days before we consider the order lost, at which time we will handle the package as such. Please see the Lost Order FAQ or the Lost Order Policy section of our Shipping Policy for more details. If you would like a replacement order shipped for a non-guaranteed service and your order is not lost, you will need to place a new order.
In the case of the USPS, sometimes orders can be delayed and show no movement for a day or two. If this happens to your order, we suggest signing up for “Text & Email Updates” on the USPS website (located below where your tracking information appears) as signing up for updates is usually enough to get the package moving again. If you contact us about your order showing “In Transit” with no movement before seven days has elapsed, we will do this for you, but we are unable to do anything else.
Please keep in mind, as long as the tracking information says “In Transit”, the package is still in transit it to you and unfortunately, our hands are tied and we cannot provide any further assistance to get your package delivered any faster. We sympathize the carrier let you down by exceeding the estimated transit time, but the carrier is an independent business outside of our control.
Please see the Late Order Policy section of our Shipping Policy for complete details.