As soon as the tracking on your order is updated to 'delivered' by the postal courier, it triggers our automatic emails and we send you a notification to say your order was delivered.
Occasionally, a parcel will be marked as delivered by the courier prematurely. If you receive an 'order delivered' email from us but have not received anything, here is some information you should know:
• This occurs most often with USPS couriers. Some couriers will scan all their parcels as delivered at the start of their day, only to actually deliver the parcels over the course of the next day.
• In 90% of cases raised to us by customers, the parcel is received within the next 3 days of the 'order delivered' email being received.
So here are our standard procedures for these situations:
- Check that the shipping address you provided at checkout is 100% correct. Even the smallest typo can lead to a problem with delivery. Please let us know if you made a mistake.
- Wait 3 business days (week days) to see if the delivery email was simply sent prematurely. This advice solves 90% of these cases.
After 3 more working days have passed:
- Ask your neighbors if they have seen it or picked it up for you.
- Contact the local post office and ask if they have received it.
- Contact the courier directly (USPS or FedEx for example) so that they can contact the delivery driver and get some information from them.
By this point we're confident you'll have located your delivery. If you haven't then please let us know and we can work to make this right by sending you a replacement.
We would advise providing a different address for the replacement. A work address would be a good choice. Obviously having a new order sent out is the last resort and in most cases you will have located your parcel by this point.