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5. I placed an order and received a tracking link, but it has been past 10-12 business days (not including weekends/holidays) & I never got my package?

In 5+ years of being in business and thousands of orders, lost packages do unfortunately happen on rare occasions. It is uncommon, but it does happen.

Once your package leaves our building, it becomes the property of the U.S. Postal Service and is their sole responsibility. We no longer have control over it in any way and cannot do a whole lot to remedy the situation. If this does happen, we cannot refund, replace or credit anyone for a lost or stolen package. This is to protect us against fraud and is standard practice for all online businesses.
 
In our first few months of business, several people claimed to have never received their packages and we replaced them at our expense. We later found out these claims were completely false and worked closely with PayPal & the U.S. Postal Service to investigate them. It turned out that 9 of the 10 claims were completely false and all of the individuals had charges filed against them and their PayPal accounts deleted.

Instructions on what to do if you have still not received your order....

For domestic orders (orders being shipped within the United States): If it is passed 10-12 business days from the shipping date (not including weekends/holidays), please do the following:

1. File an official claim with USPS  here: USPS CLAIMS DEPARTMENT . They understand things like this happen and are usually helpful in trying to find your missing package.

2. Once an official claim is filed, please contact us. Click on the "Leave Us A Message" through our HELP bubble in the lower-right of the page and let us know what is happening. We have a couple steps to see if we can find your package while USPS is also investigating.

For international orders (orders being shipped outside the United States): If it is passed 25-30 business days from the shipping date (not including weekends/holidays), please do the following:

1. File an official claim with USPS  here: USPS CLAIMS DEPARTMENT . They understand things like this happen and are usually helpful in trying to find your missing package.

2. Once an official claim is filed, please contact us. Click on the "Leave Us A Message" through our HELP bubble in the lower-right of the page and let us know what is happening. We have a couple steps to see if we can find your package while USPS is also investigating.

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