The global shipping infrastructure is under significant stress and delays are being reported as well as errors in tracking. We greatly appreciate your patience during this time. Below is a summary of the common errors and delays reported by our customers.
1) Package delays
Shipping times have increased worldwide across all delivery services. When your order is shipped, you will receive a confirmation email (check your spam folder regularly). Although the average shipping time is about 5-7 business days, your order may take up to two weeks from the shipping date to arrive (4 weeks for international orders). If your order does not arrive within 14 business days from the shipping date (not the purchase date), reach out to us by email with your order number and we will look into the issue further.
2) Tracking number inconsistencies
Tracking services have been increasingly unreliable since the start of the COVID-19 crisis. One of the most common errors presents as a package sitting in "Pre-Transit" or "In-Transit" phase right up until delivery. If your tracking information says Pre-Transit for a long period of time, it is most likely a tracking error. We are unsure how often this occurs, but it is likely that packages are being shipped without being scanned by the respective delivery service. We ask that you wait two weeks from your shipping date (the date on your shipping confirmation email) before reaching out about this error.
3) Tracking says delivered, but no delivery received
Another common tracking error presents as a package being labeled "Delivered" even though it has not arrived at its destination. Based on reports from our customers, the package usually arrives within two days of being marked "Delivered". Like the other shipping errors, this has increased in frequency during the COVID-19 crisis. If a package has been marked delivered and several days have passed, check with your neighbors and with your local USPS office.
4) Delays for international customers
Some customers from outside the United States are reporting delays in delivery of up to 4 weeks after the ship date. We understand how frustrating this is and we appreciate your patience. Unfortunately, like all shipping carrier issues, it is entirely out of our control. As commercial flights increase in frequency and customs agencies catch up on their clearances, shipping will slowly return to normal.
If you are a frequent online shopper, you will have noticed that the entire e-commerce industry is experiencing the same frustrations related to these and other shipping issues. We truly do appreciate your patience as we navigate these unprecedented events.
Thank you for your understanding.