My package is missing

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First, please see expected shipping times and missing package trace times. This will give you a good idea of how long a package normally takes to arrive, and how long we have to wait before we can assist in locating your package. Also, be sure to keep in mind that these times are the number of days from the time we ship your order, not the time you place your order.

SAL and Airmail

Please allow the full time shown for missing package traces at the link above before contacting us. In addition, you may wish to contact your local post office and see if your package isn't being held for you. Often times, packages are held for customs reasons, or because they won't fit in your mailbox. In those cases, the mail carrier will leave a postcard informing you of this, but those sometimes go astray.

EMS

First, please be sure to check your tracking information for any helpful details before contacting us:

Please allow the full time shown for missing package traces at the link above before contacting us. In addition, you may wish to contact your local post office and see if your package isn't being held for you. Often times, packages are held for customs reasons, or because they won't fit in your mailbox. In those cases, the mail carrier will leave a postcard informing you of this, but those sometimes go astray.

FedEx and DHL

First, please be sure to check your tracking information for any helpful details before contacting us:

Please allow the full estimated time shown for delivery at the link above before contacting us. We encourage you to contact us right away if your package does not arrive in the estimated timeframe. 

If you have waited the full missing package trace time but your order still has not arrived, please follow the steps below:

  1. Check with your local post office, or with DHL or FedEx if your package was shipped that way. Often, the post office (or customs officials in some countries) will send you a postcard informing you that your package has arrived. If you didn't receive this postcard for some reason, your package may just be sitting at the post office waiting for you.
  2. Check to make sure that the shipping address you sent to us is correct (you can do this by checking the order confirmation notice our server sends you after you place an order). A simple typing error there can cause huge problems!
  3. If you've moved recently, make sure you left a forwarding address with your previous post office.
  4. Make sure that a family member or co-worker (if you had your order shipped to work) didn't receive your package and then forget to tell you about it.

If all of these steps fail to turn up your package, then please contact us and we'll work out a solution for you.

If the recommended time has elapsed and you still have not received your package, please contact us as soon as possible. The postal service will not search for a package if it was shipped more than six months ago. If you fail to contact us within six months from the day your order was shipped, or contact us more than six months after your package shipped after we asked that you contact us by an earlier date if your package had not reached you, we regret that it will not be possible for us to assist you.

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