Why haven't I received my order yet?
First, check your Order Status to make sure your order was shipped to the correct address.
If you placed a Domestic (US) order:
Check the tracking number issued when the order was placed. Deliveries typically take 1-5 business days.
For Postal Shipping, track your order at Webtrack.DHLGlobalmail
For Fast Shipping, track your order at UPS.com/Tracking
If your tracking number has not updated in several days, or if it shows the order as delivered and you haven't receive it, check with your local post office to see if they may be holding the order. Since some packages can be misdelivered it's also a good idea to check outside your home or with neighbors. Sometimes USPS will hide a shipment or leave it with a neighbor if no one is home to accept it. If you aren't able to locate it, contact our Help team.
If your order was shipped via UPS, contact UPS Customer Support for more information: 1.800.PICK.UPS
If you placed an International (non-US) order:
Standard - Check the expected delivery time frame in your shipping confirmation email. Some International shipments can be delayed at country borders, customs, or other routing destinations along the way. International orders can take up to 5 weeks for delivery, but if you still don't have your order after the time frame provided, check with your local postal and customs offices to see if they are holding your order. Contact our Help team if they are unable to find it or provide you with additional details.
Standard Plus - Like Standard, reference the delivery time frame listed in your shipping confirmation. While Standard Plus typically arrive within the projected time frame, orders can take up to 3 weeks as some packages get held up in postal sorting centers. If your order doesn't arrive within 3 weeks, contact your local post office to make sure your order isn't held. You can reference the delivery partner number sent in your confirmation email with them.
Express - Check the tracking number issued when the order was placed. If your tracking number has not updated in several days or if it shows the order was delivered, but you didn't receive it, Contact our Help team and we'll start an investigation with UPS. If the tracking hasn't updated in several days, but the last update is regarding "CUSTOMS" or "CLEARANCE", your order is being held at the customs office. Contact UPS to arrange delivery.