This is to give you a quick rundown on how our shipping works and what to expect with tracking updates.
For US Orders:
Most orders travel via UPS MI
First, UPS carries the package part of the way
Then they hand the orders to USPS for final delivery
Sometimes during this handoff, the tracking goes quiet for a bit.
If this happens, we ask that you give it about 10 business days of no movement before we consider it lost. More often than not, it's just delayed in that transition and will start moving again soon.
For International Orders:
Most packages start their journey with Asendia
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
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
If your package meets our "lost" criteria, drop our support team a message on customerservice@teelaunch.com or chat with us via live chat
We'll be ready to discuss replacement or refund options!
I hope this helps set some expectations!
We're here to help make sure your package finds its way home!