What if my package is marked "Delivered" but I haven't received it?Updated 2 days ago

We’re so sorry to hear there’s an issue with your order. Our team is here to help make it right as quickly as possible!

If your order status says “Delivered” but you haven’t received it, don’t worry — carriers sometimes scan packages as delivered before they’re actually left at your address. We ask that you wait 2 business days after the “Delivered” scan to see if it arrives.

We also recommend you take the following steps:

• Check common delivery spots

  • Front porch or doorstep

  • Mailbox or parcel locker

  • Garage or side door

  • Back porch

  • With neighbors, roommates, or a building manager

  • Inside your leasing office or at your local post office

• Review your tracking details

  • Your tracking link may note a specific delivery location or include additional updates from the carrier. There may also be a photo of where the package was left for reference.

*Please note: if you added Checkout+ by Onward to your order, visit our dedicated help section to file a claim with their team, as eligible.*

If you did not purchase Onward protection, please contact our customer support team within 30 days of the delivery scan. To get started, complete our Contact Form and select "Orders & Shipping" as the subject. 

In addition to a clear description of the issue, be sure to include the following:

• Order number(s)

• Item(s) in question, including name and SKU (found in your confirmation email)

• Shipping address

Once your submission is received, our team will work with you to provide a replacement or store credit whenever possible.

We appreciate your patience and thank you for giving us the opportunity to make things right!