FAQ

Frequently asked questions

Can I amend or cancel my order after I have placed it?

After an order is placed, there is only a short period of time during which changes or cancellations are possible. These options will not be available once the order is packed and issued a shipping label. For help with your order, please email us the order number and details using the contact form.

Where is my tracking?

The carrier usually makes the tracking number and link available 2 - 3 working days after your order has been confirmed. It will be sent through in an automated email, so be sure to check in the spam folder too.

Shipping updates for your tracking number will be shown on the carriers' websites.

The tracking has not updated for several days. When will I receive my parcel?

Once a tracking number is issued, it means the parcel has been collected by the carrier. During busy seasons, it can take 7 - 10 working days for the tracking to update, so we ask for your patience while your parcel waits for the next scan. Continue to check the tracking on the website of the local postal service as they will publish an ETA as soon as it becomes available.

As we are dependent on the carriers' schedules, the delivery can take a little longer than the estimated time frames listed on our Shipping Page.

Orders shipped within the US: Please contact us to submit a claim or request for a reship if your order does not arrive 20 days after the last tracking update.

Orders shipped to Canada and Mexico: Please contact us to submit a claim or request for a reship if your order does not arrive 30 days after the last tracking update.

My order is being shipped to Canada. Where can I find more tracking information?

A shipping confirmation containing a link to the tracking page is emailed to customers within 2 - 3 business days after an order is processed. Check your inbox/spam/junk folders for the email.

After dispatch, it can take around 7 business days for the next update to be available. The tracking page will also display 2 tracking numbers, with one of them being the last-mile tracking number that you can use to look up more information on the carrier's website (e.g. Canada Post, Intelcom).

If your order is initially shipped via UPS, you can find the last-mile tracking number by clicking 'View Details' on the tracking page.

Where is my parcel? The tracking shows it has been delivered but I have not received it.

Most parcels arrive safely but some may get misdelivered, especially during the holiday season when the carriers handle higher parcel volumes. 

If you have not received your parcel, you should check if it has been left in the mailbox or around the premises like the porch or garage. Check also if someone else, such as a family member or neighbor, has accepted it on your behalf.

A delivery notice may have been left in your mailbox. If so, the instructions on it will advise how to arrange for a collection at the post office or a redelivery. 

If there is no sign of the parcel, contact the carrier directly for more information. Please obtain a copy of their reply with details on the outcome of their investigation so that we can follow up on your case.

Canada Post

Correos de México

Intelcom

USPS