Lost order! How do I retrieve it?

Most orders arrive either in a brown box or white plastic mailer. If you think it may be lost, read over the points below first.  It's not often a package is actually lost, so it may just require a simple fix. 

1. The driver scanned your package before it was actually delivered.

Sometimes a driver will scan a package before they arrive, sometimes hours earlier.  They may still be on their way.   If your package states it was delivered, but it still has not shown up, please read the following points 2-5 before contacting us. 

2. Package placed in an inconspicuous area. 

It may have been placed out of sigt in order to deter porch theives from taking your package.  It may be:

• at another entrance of the property (check other doors)
• at the garage doors
• behind an object such as a planter or chair

3. Your package was received by someone else at the property. 

This may include:

• an employee or colleague
• a doorman or receptionist
• someone else living at your residence
• a neighbour in your building or next door neighbour

The tracking link (in the delivery confirmation email) may include a notice of anyone who signed for it.  It is worth taking a look. This may have happened on your behalf or by accident.

4. Check the address on your order confirmation.

We DO NOT manually addresses.  Check your order form confirmation either in your email or in your account on our website.  Make sure you inputed the correct information. 

5. It may have been sent to a local access point. 

At times packages that were unable to be delivered may end up at a local courier access point.  This may be a local convenience store/pharmacy/business where the courier allows drop-offs and pick-ups.  Check your tracking link to see if it was sent to one of these access points.  If so, it will state if it has been and where to pick it up. 

Please contact us, and we will file a claim with the courier, and also find the best way to help you in your specific situation.

Many couriers now have scanners that are equipped with GPS tracking, so the inspectors can find out exactly where the package was delivered. If your package was delivered to the wrong address due to their error, they may be able to retrieve it and deliver it to you. 

Keep in mind that if the courier did lose the package, other than corresponding with them, there isn't much we can do to hurry them along.  Please be patient with us as we help you resolve the issue.