Shipping's track

When the shipping's track tool indicates that a package was successfully delivered, it means the item arrived as addressed. Some addresses do not have deliveries directly to your door; you may need to check a second location like a mail room, front desk, or safe drop location. Also, check with everyone in the household as another member of the house may have received or retrieved the item.

If you can’t find your delivery, try the options below:

Delivery location Where to look for your item

A business

Mailroom, front desk or security, courier service or 3rd party

An apartment building

In your individual box or in the parcel locker (the shipping company will leave a key in your box). Check with the security desk, building superintendent or concierge.

Community mailbox

In your box or the shipping company leave a key in your box for the parcel compartment.

Large company or institution (e.g. university)

The mailroom. This is the shipping company's final point of delivery. You may have a time lapse before the mailroom delivers the item (or notifies you to pick it up).

Safe drop

A safe location on household premises. Check around the property to locate the item. Check with other members of the household, as they may have taken the item into the house.


PLEASE NOTE: In some cases, a delivery scan is entered into the shipping company's system before the item is actually delivered. This may lead to the message of "delivered", when it in fact, has not been delivered. Please allow 24 - 48 hours for updates or final delivery. After this point, if your package says delivered and you still cannot find it, file a Shipping Insurance Claim (if you purchased insurance during checkout). If not, please contact your local shipping company - they will have a better idea of where your package is and why it says delivered, when it is not there. If your package still cannot be located, we will open an investigation on your behalf.

In the unlikely event that your package is marked as delivered and not received, please reach out to us within 14 days of the packaged being marked as delivered to allow time for investigation. Failure to notify us within 14 days of the package being marked as delivered may result in a unclear investigation and products not being able to be replaced.