We investigate carrier exceptions and work toward an appropriate delivery, replacement, or refund solution.
Tracking status
Tracking may remain unchanged for up to 48 hours after dispatch or between carrier facilities. A status marked “delivered” may precede actual handoff by several hours.
If tracking says delivered
- Confirm the complete delivery address.
- Check entrances, reception, security, parcel lockers, and safe locations.
- Ask household members, neighbors, or building staff whether they accepted the package.
- Wait until the end of the delivery day, then contact us if it remains missing.
Lost or stalled shipments
Contact us when tracking exceeds the delivery estimate or shows a carrier exception. We may open an investigation and request confirmation of the delivery address or a signed non-receipt statement. Investigation timing depends on the carrier. If the shipment is confirmed lost, we will provide the remedy required by law and this store’s policies.
Damaged packages
Photograph the outer package, shipping label, internal packaging, and product before discarding anything. Report damage as soon as reasonably possible. Keep all materials until we confirm whether carrier inspection or return is required.
Package theft after confirmed delivery
We review available delivery evidence and assist with a carrier trace. Responsibility after valid delivery depends on the facts and applicable law. We may recommend a local report when theft is suspected.