What to do if your box arrives damaged or late
If your box shows up damaged, late, or not at all, we'll make it right.
If your box shows up damaged, late, or doesn't show up at all, we'll make it right.
If your box arrived damaged
Take a photo of the damaged box and any affected bags, then start a chat with our support team using the chat window on this page. We'll send a free replacement or credit your account, whichever you prefer.
If your box is late
First, check your tracking for the latest status. Carrier delays happen, especially around holidays. If your tracking hasn't updated in 3 business days, contact us and we'll look into it.
If tracking says delivered but you don't have it
- Check around your home, with neighbors, and in any mailroom or parcel locker.
- Wait one business day, since carriers sometimes mark packages delivered early.
- If it still hasn't turned up, contact us and we'll send a replacement.
Please note: please report damaged or missing boxes within 14 days of the expected delivery date.
Still need help? Start a chat with our support team using the chat window on this page, and we'll get back to you within one business day.