Orders & Shipping

How do I report a missing package?

Updated 2026-10-10

Report a missing package from the order, after you confirm the status and any tracking events.

What to do

1. Open the order and copy the reference and tracking number.
2. Create a ticket that says the package was not received.
3. Include the shipping status shown, not a guessed delivery date.

Eligibility

If tracking still shows in transit, the carrier may not have finished. Support reviews the stored shipment data.

If something goes wrong

• Check the delivery address on the order before reporting it lost.
• One ticket per order is enough.

A replacement or refund happens only if that outcome is recorded on the order.