My package is being held/stalled at a facility. What should I do?

Delivery Holds: If your order is being held at a facility, the first thing you should do is contact that facility or the carrier to figure out why. Sometimes carriers will hold packages that are undeliverable, missing information, or require a release from customs. In these situations, the customer is responsible for recovering their package before it ships back to us. Read more about failed deliveries and return to sender shipments here.

General Transit Delays: If tracking updates on your order appear to have stopped, please understand that carriers are experiencing an increased amount of package volume, labor shortages, and supply chain disruptions. We truly appreciate your patience and apologize if your order is running later than expected. If it’s been more than 7 days from your last tracking update, please let us know. While we can’t assume responsibility for transit delays, we do care and will do our best to help out.

Orders Shipped with UPS Mail Innovations or DHL eCommerce: If your order shipped with UPS Mail Innovations or DHL eCommerce and you are concerned because you are not seeing any movement or tracking updates, read on.

UPS Mail Innovations and DHL eCommerce are services in which UPS or DHL picks up the package from our warehouse and then delivers it to USPS for final delivery.

When the package is transitioning from UPS or DHL to USPS, there is often a period of time in which customers are not seeing any tracking updates. Our experience is that the package is not lost, but is processing through a hub. The length of the transition will depend on how busy or congested that hub is.

Based on data collected from our customers with delayed deliveries from these services, the average transit time for delays can be anywhere from 15 to 20 business days.

It’s common for customers to not see any tracking updates on their parcel for long periods of time. In some cases, these updates may also not post for 10 to 15 days.

The vast majority of these delayed deliveries, estimated 98% from our experience, are not lost. Even when UPS, DHL, or USPS say these orders are lost, the parcel will ultimately resume tracking or show up as delivered within the above stated timeframes.

We know you are eager to receive your order and delays can be quite aggravating. While we cannot assume responsibility for delays in transit, we are equally determined to make sure you get your order and will do our best to help you out in the event your package is truly declared “lost-in-transit.”

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