Shipping policy

Once an order is marked as delivered by the carrier, responsibility transfers to the customer. If a package shows delivery but has not been received, the customer is responsible for contacting the carrier and/or local post office to locate the package and file a claim.

We do not offer refunds or replacements for orders confirmed as delivered.  Refunds or replacements will only be considered if the package is confirmed lost in transit by the carrier. 

Shipping Tracking, Delays, and Holds

We work hard to get every order packed accurately and shipped out as quickly as possible. Once your package is handed off to the carrier, shipping updates and delivery timelines are controlled by the carrier’s network.

Tracking Updates and What They Mean

Tracking scans can sometimes lag behind real-time movement, especially during busy seasons, severe weather, or regional carrier backlogs. If your tracking hasn’t updated in a few days, it doesn’t always mean your package is lost, often it’s still moving through the system.

If Your Tracking Shows “At Post Office,” “Held,” or “Available for Pickup”

If your tracking indicates that your package is at your local post office (or marked as Held, Available for Pickup, Awaiting Pickup, No Access, Insufficient Address, or similar), it typically means the carrier is requesting action from the recipient.

In these situations, it is the customer’s responsibility to contact or visit their local post office/carrier facility as soon as possible to confirm pickup requirements, provide address clarification, pay any applicable fees, or resolve delivery exceptions.

Carriers may hold packages for a limited time before returning them to sender. We strongly recommend acting quickly to avoid return-to-sender delays.

Common Reasons a Package Is Held

A package may be held for reasons such as:

• An address clarification is needed (missing apartment/unit number, etc.)

• Delivery was attempted but could not be completed

• The carrier requires pickup for security or signature reasons

• The package is being held due to local delivery constraints or temporary service issues

Delayed Packages

If your package is delayed, please allow additional transit time, as carrier delays can occur for reasons outside our control. If tracking shows no movement for an extended period, the fastest way to get answers is usually to contact the carrier directly and provide your tracking number.

What We Can Help With

We’re always happy to help you understand tracking updates and provide any information we have on our end (order confirmation, shipping date, tracking number). However, we cannot override carrier operations or force a package to move once it is in the carrier’s possession.

Important Note on Carrier Responsibility

Once the order is shipped, delivery performance (including delays, holds, and missed scans) is managed by the carrier. The recipient is responsible for communicating with their local post office/carrier facility regarding holds, pickup requests, or delivery exceptions.