FAQ’s
Where is my package?
Check your tracking first. If it hasn’t updated or shows “In Transit/Delayed,” please allow up to 7 business days for scanning updates.
If there are still no updates after this time and you believe you have a lost or missing package, please contact us using the form on this page. we can open/continue a case with the carrier.
Can I contact the shipping carrier myself?
No. Please contact us instead.
We handle the investigation and claim with the carrier using your shipment/order details. Calling the carrier separately can create delays and duplicate case references.
How long does it take to resolve a missing package?
Once reported to us, we review tracking and begin the carrier investigation.
Typical investigations take 2-3 business days, depending on the carrier.
What information do you need from me?
Order Number
Full Name (as on the order)
Shipping ZIP/Postcode (or full address)
Tracking Number (if available)
Any delivery notes you received (optional)
What happens after I submit the form?
We review your shipment and confirm tracking/delivery attempts (if any).
If it’s determined missing, we file/continue the carrier claim and update you as progress occurs.
Will you resend or refund me?
If the carrier investigation confirms the package is lost/not deliverable, we will advise available options (reshipment or refund) based on our policy.
Each case is handled once tracking/claim outcomes are confirmed.