FAQs

I received a notification that my order was delivered, but I don't have my package.

Unfortunately, it's not uncommon these days to receive an errant order delivery notification. Investigative journalists report that 10-20% of packages reported as "delivered" are actually still at the carrier shipping facility. If you received a delivery notifcation, but don't have your package, here are three things you can do:

Check if your package was left somewhere else.

It may seem like common sense, but you might be surprised how often we hear from customers that they found their package after they did these three things:

1. Check if the package was taken in for you by a neighbor or relative who may have forgotten to tell you about it.

2. Check if the package was left at a side door or back door, behind a grill or potted plant, or other out of sight location (even if the delivery notice says "left at front door".

3. Check if the package was received to the a front office, lobby or guardhouse of a residential complex or workplace.

Check if your package is being held for pick-up.

If your shipment was sent Signature Required, or if the delivery person did not feel it was safe to leave your package, your shipment may be held for pickup at a UPS Store or Access Point, at a USPS Parcel Locker, or your package may be scheduled for a redelivery attempt.

The delivery person will typically leave a notice at your door when this occurs, but sometimes the notice falls or blows away.

You can use your tracking number on the carrier's website to make arrangements for re-delivery or pick-up at a more convenient time & location.

Wait & see or ask for an investigation.

Approximately 10-20% of packages reported as "delivered" actually won't show up until 1-3 days later. Typically you do not need to take additional action.

USPS employees confidentially reported to the journalists that some managers scan packages as "delivered" or "delivery attempted" as soon as the packages reach the regional depot. Reportedly, the delivery notifications are falsified because the manager's salaries would be lower if they fail to meet estimated delivery times due to reasons such as understaffing or high seasonal volume. Similar situations have been reported by UPS employees and FedEx customers.

If you were unable to find your package after searching other parts of your property and checking with family and neighbors who may have taken the package in for you, you can initiate a lost package search request on the shipment tracking page or contact Customer Service for assistance.

Source: Postal Workers in Utah and across the nation cite delivery problems

I received a notification that my order shipped, but it should have been here by now...

Please check your email inbox for your shipping confirmation and use the tracking number to track your package, then select one of the items below:

It looks like a label was created but my package was never picked up by the carrier.

If tracking your package shows that a shipping label was created, but the package has never been picked up and scanned by the shipping carrier, you may see a tracking status with a message similar to "Waiting For Package To Arrive At Carrier Facility".  If your shipping label was created after the daily scheduled carrier pickup, you should see an update to this by the end of the next business day.

If you still see this status the next business day, please contact Customer Service.  Your original shipping label was most likely voided and recreated on the day of shipment due to a smudge, misprint or printer jam, and the tracking number update email with the correct tracking number either did not go out to you, or went to your spam folder.

My shipment is taking longer than estimated.

Although USPS estimates shipping speed for Priority Mail as 1-3 days (excluding Sundays), and UPS estimates shipping speed for UPS Ground at 3-5 days (excluding weekends), neither shipping method is guaranteed.   Your order may take longer to arrive due to delays caused by high shipping volume, extreme weather, seasonal traffic, and other circumstances.  If tracking your package shows slow but steady progress, please allow the carrier additional time to complete your delivery.  If tracking your package shows that your package location has not been updated for several days please contact Customer Service.

It looks like there has been a problem with my shipment.

If tracking your package shows that there has been a problem with your shipment please contact Customer Service. We will contact the carrier to see if they can resolve the problem or if a re-shipment will be needed.

My package is being returned to sender.

Please contact Customer Service if tracking your package shows that it is being returned to sender.  If this is the result of a carrier error we will take care of it for you as soon as possible, with a re-shipment if necessary.

If the package is being returned to sender because the shipping address you provided was incorrect, incomplete, or undeliverable, or because the package went unclaimed after being held for pick-up, Customer Service can assist you with re-shipment or refund arrangements, but additional or deductible expenses may apply.

I ordered awhile ago but I never heard anything about my order status.

Order Confirmations: Please check your email inbox and spam folder for an order confirmation sent immediately after you ordered. If you can't find your order confirmation email, please contact Customer Service; we'll confirm the email address on your account and re-send the order confirmation. Please check the order confirmation to be sure your shipping address is correct.

Shipping Confirmations: We require 1-3 business days to prepare most items before they ship. When your order ships, you will receive a separate shipping confirmation with a tracking number by email. Please track your package to learn when to expect delivery.

Special Orders: You will receive a separate notice if the items you ordered are out of stock and will be made as a Special Order. Please allow 3-4 weeks for us to make Special Order items. Due to supply chain disruption, some items may require more than 3-4 weeks, you will be contacted if your Special Order items will not be ready to ship within 4 weeks.

Contact Us