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There's a problem with my shipment. What should I do?Updated 8 months ago

***Please note, orders placed November 19-28 will experience delayed processing and shipping times (expect 1-2 weeks of processing time) due to high volumes. 


We're here to help! Here are a few possible situations and recommendations for next steps:

 

Your order is taking longer than expected to arrive. If your package is in transit, our carriers (FedEx and USPS) may be experiencing delays that are impacting delivery. Ground shipping times vary, but the chart below give you a reference point for expected delivery dates based on your location: 

If your order is exceeding this shipping estimate by more than 3 business days, contact our Customer Experience Team so that we can help locate your package and resolve any delays. 

 

The tracking number you received shows that your order was delivered, but you haven't received your package. We recommend first waiting 24-48 hours to see if your package is delivered after the delivery is confirmed. You may also want to check with your neighbors in case of a mishap with delivery. After 48 hours of confirmed missing delivery, follow our guide here for next steps

 

You received a tracking number, but your order doesn't appear to have moved from our Charlotte warehouse. If your package hasn't moved in three business days, contact our Customer Experience Team so that we can help locate your package and resolve any delays. 

 

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