Help! I think my order is lost.

Your package should arrive either in a white plastic package, or in a brown box.  Please see below for some helpful hints to confirm if your package is indeed lost, and what to do if it is. You can save yourself a lot of headache by going over some of these first. It's not often a package is actually lost, so it may just be a simple fix.

Please go over these points first to confirm if the package is lost, or if it can be found via one of the points below. 

1. The driver scanned your package as delivered before it actually was.

Sometimes a courier driver will scan some packages ahead of time before they have been delivered.  It may be on its way, but for some reason they decided to scan it earlier, and sometimes hours earlier.  If your package states it was delivered, but it still has not shown up, please read the following 4 points before contacting us. 

2. The package has been placed in an inconspicuous area. 

Sometimes it happens that your package was placed somewhere you didn't expect, perhaps

• at another entrance of the property (side or rear doors)
• by the garage doors
• behind a planter or chair (to better hide it from porch thieves)
• behind other objects around the area it would have been delivered  

3. The package was received by someone else at the property. 

We ask that you ask anyone else who may have likely received it such as:

• an employee or colleague
• a doorman or receptionist
• someone else living at your residence
• a neighbour in your building or next door neighbour

Also, check the tracking link to see if it was signed by anyone, and that may be a clue as to who may have received it either on your behalf or by accident. 

4. Check the address on your order confirmation.

We do not adjust or manually enter addresses.  Our system applies the address you entered when you ordered.  It has happened where customers have accidentally entered the wrong address (wrong or missing unit number, an old address, etc.).  Please double check your order confirmation email to ensure the address you see there is the correct address so that we can rule out an incorrect address.

5. Check the tracking link to see if it was sent to a local access point. 

Sometimes packages that couldn't be delivered end up at a nearby access point where you can pick it up.  It may be the courier's store, or it may be a local convenience store/pharmacy/business. Check your tracking link to see if it was sent to one of these access points.  If so, it will state if it has been and where to pick it up. 

Please contact us, and we will file a claim with the courier, and also find the best way to help you in your specific situation.

Many couriers now have scanners that are equipped with GPS tracking, so the inspectors can find out exactly where the package was delivered. If your package was delivered to the wrong address due to their error, they may be able to retrieve it and deliver it to you. 

Keep in mind that if the courier did lose the package, other than corresponding with them, there isn't much we can do to hurry them along.  Please be patient with us as we help you resolve the issue.