What do I do if my package is lost?

What do I do if my package is lost?

This is a quick rundown of how our shipping works and what to expect from tracking updates.

For US Orders:
Most orders travel via Amazon US Logistics (DPI Products), USPS, UPS or DHL

For International Orders:

Most packages start their journey with Asendia or DHL
When they arrive in your country, they switch to a local carrier
For example, in Canada, you'll get a second tracking number for Canada Post

Not all international shipping services include end-to-end tracking. In many cases, tracking updates will stop once the package arrives in the destination country and will not continue through final delivery.

International shipping has a few more hurdles to jump:

Getting sorted to leave the US
Going through customs
Being transferred to local delivery services

Because of these extra steps, we ask for a bit more patience with international orders - about a month before we consider them lost or missing.

Time Matters: We can only help with replacements or refunds within:
  • 30 days after shipping for US orders
  • 60 days after shipping for international orders

When does an order qualify as lost?

An order is considered lost when it has end-to-end (E2E) tracking and the tracking has shown no movement for 10 consecutive business days.

If these conditions are met, you may contact our support team, and we can offer either:

  • A one-time replacement, or
  • A refund for the affected order.

What is End-to-End (E2E) Tracking?

End-to-end (E2E) tracking provides tracking updates throughout the entire delivery process—from the time the package is shipped until it reaches its final destination.

Orders without E2E tracking may only provide limited tracking information or may stop updating after leaving the shipping facility.

What if my order does not have E2E tracking?

Unfortunately, orders that do not include end-to-end (E2E) tracking are not eligible for a refund or replacement due to non-delivery.

Because there is no reliable way to verify the shipment's final status or determine whether the package was delivered, we are unable to file claims or offer compensation for these shipments.

My tracking hasn't updated. What should I do?

If your order includes E2E tracking, please allow 10 business days with no tracking movement before contacting our support team. Shipping carriers occasionally experience delays, and tracking may not update every day while a package is in transit.

Once the 10-business-day period has passed without any movement, we'll be happy to review the order and provide the appropriate resolution.

Please Note: This policy applies only to shipments with end-to-end tracking. Orders without E2E tracking are not eligible for refunds or replacements for loss in transit.

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