We want to make sure your packages arrive safely, but shipping isn't always under our control. Don’t worry, we have solutions if something goes wrong!

Please don’t file a chargeback with your bank. It may cause you to lose your money, and we could lose the product. Instead, follow the steps below.

Domestic (U.S.) Shipping - UPS/USPS

For U.S. customers, we use UPS/USPS. Our shipping labels include insurance. Here’s what to do in common situations:

1. Package Stuck in Transit
   Sometimes, packages get delayed due to weather or holidays. If tracking doesn’t update for more than 3 days, contact the courier directly:

   • UPS: 1-800-742-5877
   • USPS: 1-800-275-8777

   If your package hasn’t arrived in 20 days, contact us. We’ll file an insurance claim, and you can choose to get a refund or a replacement. Claims usually take about a week, and you may need to sign something online.

2. Package Marked as Delivered but Not Received
   First, contact the courier to make sure they delivered the package to the correct location. Check with neighbors or family members, and if you have surveillance cameras, see if you can spot the package.

   • UPS: 1-800-742-5877
   • USPS: 1-800-275-8777

   If you still can’t find the package, contact us. Our insurance covers stolen packages (porch piracy). However, claims can only be filed 20 days after shipment, and the process may take about a week. You might need to file a police report.

3. Damaged Items
   If your package arrives damaged, please keep everything and contact us as soon as possible.

   We’ll need clear photos of:

   • The carrier packaging.
   • The product and how it’s damaged.

   Hold on to the damaged items because the insurance company may ask to verify them.

International Shipping

International packages can take longer. If you don’t receive your package within 30 days, contact us. We’ll help with undelivered packages, but we’re not responsible for packages marked as delivered by the carrier. No refunds or credits are provided for delivered packages.