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Tracking says delivered, but I have not received it?Updated 10 months ago

If your tracking information shows that your package has been delivered, but you have not received it, here are some steps you can take:

  1. Check with your neighbours or anyone who may have accepted the delivery on your behalf. Sometimes delivery drivers may leave packages with neighbours or at a nearby front desk.
  2. Verify the shipping address on your order confirmation email to ensure that it is correct. If the address is incorrect, please contact our customer service team as soon as possible to update the address.
  3. Contact the shipping carrier to inquire about the delivery. Provide them with your tracking number and explain the situation. They may be able to provide additional information about the delivery.
  4. If the package is still missing, please contact our customer service team for further assistance. We will work with the shipping carrier to investigate the issue and find a resolution.

In the case that you have not received your package even though the tracking information shows it as delivered, we will ask you to sign a legally binding form that states that you have not received it. This form enables us to start an investigation with the courier and protect our company against false claims and fraud. It also ensures that we take appropriate steps to prevent future incidents and maintain the safety and security of our deliveries.

Please note that the investigation may take up to 10 business days to complete. We can only resend another package once the investigation is complete and we have confirmed that the package was not delivered to you. We appreciate your patience and understanding during this process and we will do everything we can to ensure that your package arrives safely and securely.

To start your investigation, reach out to us here.

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