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We refund the cost of the item(s) alone when approved. Shipping costs, taxes, and the shipping insurance premium are not included. The shipping insurance also does not pay custom/duty fees.

If an order is being reported as anything other than delivered for an unreasonable amount of time, we can safely conclude that the item is lost. For example, you purchased 3-day shipping and it's been over a week in-transit.

If a scan was missed, the package was misplaced, or simply did not ship, it is unlikely that the status will change to delivered. At this point, we can step in to help give the best next steps!

What if the order is being reported as delivered but is nowhere to be found? 

If you live in an apartment complex, you might have:

  • a mail hub where the mailman delivers all mail
  • a single-family home where the order may have been placed on the front step
  • the mailman delivered the item to the wrong house.

Depending on the situation, you may need to file a police report with your local police department.

Our Product Support team looks at these order issues on a case-by-case basis and determines the best course of action to get your items refunded.

Order Details

Start here and enter your order information. We'll get back to you within 48 hours with an update.

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