If you received a message that your order was shipped but you never received the order, there could be a couple possible reasons.
Shipped to Incorrect Address: If the order was shipped to an incorrect address, please contact our Expert Support team as soon as possible so we can reach out to the manufacturer. If the item has been returned to sender, we will request that the order be reshipped to the correct address.
Lost Package: In the event that the package is lost, please notify our Expert Support team as soon as possible so that we can inform the brand and request they start a lost package trace. That process can take a few weeks to complete and once the results are known we will follow up with you.
Package Was Delivered But Stolen: If your package was shipped to your personal address and you believe it was stolen, please contact your local law enforcement authority and report the stolen package. They will provide you a case number or police report for the incident. Once you have that documentation, please contact our Expert Support team and send us an electronic copy of your case number or police report so we can help you get a full refund for the order.
Package Delivered to Your Retailer and They Are Unable to Locate It: If your package was delivered to your current retail store and they signed for the package, it is their responsibility to ensure you receive the package. If they are unable to locate the package, you will need to work with your store's loss prevention team or store manager to resolve the issue.