An order marked delivered that you cannot find is recoverable in most cases, and the order you act in decides how many days it takes. Start with the delivery address on your order confirmation, not the tracking summary. Carriers scan against the address they were given, and a missing apartment number sends a box to the wrong door about as often as a genuine loss.
When tracking says delivered: three checks first
First, the address. Compare the confirmation email against the tracking record. A 30 character limit on address fields truncates more suite numbers than people expect, and the parcel has gone wherever that truncated line pointed.
Second, the scan detail rather than the headline. Carriers write a location and a time beneath the delivered status, and that location tells you whether the driver was at your building or three streets over.
Third, the obvious places. Behind the recycling bin, with a neighbour, at the front desk, inside the porch. We have seen a $42.00 zinc order turn up in a wheelie bin on day two, still sealed.
Wait a day before you escalate
Give it 24 hours. Scans occasionally run ahead of the physical handover, particularly on routes where the driver marks a whole batch before finishing the street. If the parcel arrives on day two, you have saved yourself a week of correspondence and a support ticket nobody enjoyed writing.
After that day, contact us with the order number. We open a trace with the carrier, which is a real process with a real timeline, usually 24 to 72 hours. We don't ask you to call the carrier yourself and repeat the whole story. That's our job, and it moves faster when you're not caught in the middle of it.
What happens when the trace fails
If the carrier cannot confirm a handover, we resend. Not a credit note, not a coupon, the actual order.
If the carrier confirms a handover at the address on file and the address was right, the position is harder and we'll say so plainly. Proof of delivery at your door is treated as delivery. That is the point at which the claim sits with them rather than with us, and we will tell you which of the two you're in rather than leaving you to work it out from a template email.
Either way you get an answer within one working day of us opening the trace. Not a promise to look into it. An answer.
Stopping the second one
Use the delivery note field. A single line with your apartment number, a gate code, or "leave with number 14" removes most of the ambiguity that causes these disputes in the first place. On a 90 capsule zinc pack, the box is small enough to fit a letterbox, which means it can sit there for a day without anyone noticing it went astray.
If you're on a rural route, choose the tracked option rather than standard. The extra cost is small and the scan trail is the difference between a five day resolution and a three week one.
What we won't do
We won't blame you. Missing parcels are common enough that treating every one as a customer problem is bad business and worse manners. We also won't resend a fifth order to the same address that has produced four previous claims. At some point the pattern is the answer, and we'd rather move you to a pickup point than keep repeating a known loss.
Open the trace. Most of these end with a parcel, not a refund.
Frequently asked questions
What should I check first?Show answerHide answer
The delivery address on the order confirmation, then the tracking detail rather than the summary.
How long should I wait?Show answerHide answer
A day. Carrier scans occasionally run ahead of the physical handover.
When do I contact you?Show answerHide answer
After that day. We will open a trace and resend if it does not surface.
These statements have not been evaluated by the Food and Drug Administration. This product is not intended to diagnose, treat, cure, or prevent any disease.
