Most late orders aren't lost. They're sitting in a sorting facility, and the fastest way to find out which is to check the delivery window on our shipping policy page before you email anyone. If today is past the last day of that window, you have a real case and the next message will get it moving.
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Check the window before you open a ticket
Shipping estimates are working days, not calendar days, and weekends don't count. An order placed on a Friday with a 3 to 5 day estimate can legitimately arrive the following Thursday. That's a week on the calendar and 5 days by the clock, and the difference is most of the frustration people feel. Look up your order date, count forward the working days in the estimate, and see where you actually stand.
Tracking status is the second check. A tracking number that shows "label created" and nothing else for 5 days means the parcel hasn't been handed to the carrier yet, and that's a case we own. A number that shows movement and then stops for 4 days is usually a carrier bottleneck, and it resolves without anyone doing anything.
Send the two numbers in the first message
When you do write in, put the order number and the tracking number in the first line. Not attached, not referenced, typed out. Support can pull a shipment in seconds with both. Without both, the first reply is always a request for them, and you lose a day per round trip. Include the delivery address as it appears on the confirmation email too, because an address mismatch is a common and quiet cause of a stalled parcel.
One message with all of it beats four messages with pieces of it. Write what happened, what the tracking shows, and what you want: a replacement, a refund, or a location to collect from. That last one matters, because support can act on a stated preference and has to ask about an unstated one.
What we can and can't do
Once the carrier confirms a parcel is lost, we replace or refund it. That's the standard and it doesn't depend on you proving anything. What we can't do is override a carrier's investigation before it concludes, and a carrier cannot close a case in the first 24 hours. If someone tells you a lost-parcel claim was resolved the same afternoon, that isn't how the process works.
Incorrect addresses are the harder case. If a parcel is delivered to an address you supplied incorrectly, it usually isn't recoverable, and the replacement is a new order. Check the address in your confirmation email as soon as it arrives, because that's the last moment it can be changed for free. A parcel that gets returned to us in good condition can be reshipped, and we'll tell you if that's an option.
A short escalation order that works
Day one: check the window and the tracking, and email with both numbers. Day three: if nothing moved, reply on the same thread rather than starting a new one, since a new ticket resets your position in the queue. Day seven past the window with no carrier update: ask explicitly for a replacement or refund and cite the date the window closed.
That sequence is short and it's fair. Patience is reasonable up to a point, and past that point a written request with dates in it will always beat waiting quietly.
Frequently asked questions
How long should I wait?Show answerHide answer
Check the delivery window on the shipping policy page first.
What information helps?Show answerHide answer
Order number and the tracking number from your confirmation email.
What happens if it is lost?Show answerHide answer
We replace or refund it once the carrier confirms the parcel is lost.
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.
