Can I receive a refund or replacement for a lost order?

Yes. If your order has end-to-end tracking and meets our definition of a lost shipment (no tracking updates for 10 business days), we can offer a one-time refund or replacement.

Does this apply to all shipping methods?

No. This policy only applies to shipments that include end-to-end tracking. Orders shipped without end-to-end tracking are not eligible under this policy, as we are unable to verify whether the package has been lost in transit.

What should I do if I think my order is lost?

Please contact our support team with your order ID and tracking number. We'll review the tracking history, and if the shipment has had no tracking movement for 10 business days, we'll process a one-time refund or replacement.

Why do I have to wait 10 business days?

Shipping carriers can experience unexpected delays, and tracking may not update every day. Waiting 10 business days helps ensure the package isn't simply delayed before we classify it as lost and take further action.