We are so sorry you have not received your product! We know how frustrating that is, and want to work with you to get it resolved.
**ITEM IS STILL IN TRANSIT**
If the product has not arrived in a reasonable amount of time and is showing 'in transit' via tracking: Packages lost via transit will be assessed for replacement if possible, or reimbursement if we no longer have suitable stock. However, depending on the situation we may ask for patience while we work with the post office on your behalf to find the lost package or while we file an insurance claim. For insurance claims, sometimes it is required by the service to ask the recipient to fill out an IP location-locked form certifying that they have not received the product. Once the search and/or insurance claim has been complete we can move forward with the appropriate action.
Because of COVID-19, the postal system is overwhelmed and packages are taking longer to be delivered than ever before both domestically and internationally, we sincerely appreciate your patience with these extended timeframes.
We ask that you bring any lost mail to our attention within 90 days of the mail date. Outside of that, we cannot work to replace or reimburse your lost package. Also keep in mind that USPS recycles tracking numbers and if this has happened and the tracking is no longer valid, we cannot reimburse or replace a lost item as we have no information on the package. This can occur anywhere from 30 days from the mail date and beyond.
**TRACKING SHOWS DELIVERED**
If the product is shown 'delivered' via tracking: Unfortunately, once the tracking is marked 'delivered' our hands are somewhat tied on how we can help, as USPS will not help the mailer after the package has reached this status. We see the most success in having the package recipient speak to USPS locally (either their individual mail carrier or the postmaster) and request they provide them the GPS coordinates of when the package was scanned delivered. If the package was correctly delivered, the recipient will need to pursue this mail theft with their local police department. If the package was incorrectly delivered, please ask USPS to generate a letter stating this (they have a template) and submit this letter to us for reimbursement or re-shipment.