Missing orders

Oh brother, you can’t find your order? Well that’s just the pits. We promise we’ll make it right, though.

A note on separated parcels 📦 💔 📦

Sometimes, parcels might get separated from their buddies in transit because there wasn't enough room left on the truck or the depot loading dock. If you've received only part of your order, please check your tracking link to see if the remaining items have separate tracking details (they may appear as a separate 'consignment' or 'tracking ID'). If they have been separated, the remaining parcel(s) that were left behind usually arrive within a day or two.

We do everything we can at our warehouse depots to ensure this doesn't happen, but due to the bulky nature of our cartons, a tiny % of orders may not get scanned on to the same truck. We're constantly looking for ways to improve our workflows and work with our delivery partners to eliminate separated parcels, for good!

If you're missing part or all of your order and your tracking information page is saying it's been completely delivered, please see below.

My order is missing

If more than ten business days have passed since you placed your order and the delivery still hasn't arrived, please contact us so we can investigate it for you. If we can’t track your order down, we’ll send you a free replacement right away. We’d never leave you hanging without your TP.  That’d just be cruel!

It's super helpful to include this information when you contact us, so we can confirm a few things immediately - 

  • Your order number

  • Your full shipping address, including your apartment/unit number

  • Any special instructions that would help the courier find your address

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