We are committed to shipping products that do not meet the Free Freight minimum at the lowest possible cost and the most efficient manner. All products have been package tested to ensure they arrive safe and in good condition regardless of the method of transportation. Should a product received arrive damaged or in poor condition, please contact our customer service department within 10 days of receipt for a product exchange or refund.
For delivery related issues, please read the following.
Was your package confirmed to have been "delivered", but wasn't received? We're happy to help!
When tracking of your package is updated to show as "delivered" by the parcel carrier it triggers an automatic alert informing you of its status. Sometimes a package will be marked "delivered" by the carrier prematurely. If you receive a delivery confirmation, but did not receive the package here is what we suggest.
First, speak directly with the carrier driver (FedEx, UPS or USPS) and ask if they remember delivering your package on the day/date shown as delivered?
Second, reach out to your immediate neighbors. It's possible the package was delivered to the wrong address. In our experience, around 80% of packages can be traced just by taking these two actions.
If the steps described above do not produce the desired results, please contact the carrier the package was given to per below.
Please allow two extra business days for your package(s) to arrive if marked "delivered" by mistake.
Contact the FedEx Hotline at (800) GoFedEx or visit customer support online at https://www.fedex.com/en-us/customer-support for further assistance.
File any non-delivered package claims through them, as we cannot reimburse or reship orders that were mis-delivered by FedEx or stolen from a property.
United Parcel Service (UPS)
- Please allow two extra business days for your package(s) to arrive if marked "delivered" by mistake.
Contact the UPS Hotline at (800) 742-5877 or visit customer support online at https://www.ups.com/us/en/help-center for further help.
File any non-delivered package claims through them, as we cannot reimburse or reship orders that were mis-delivered by UPS or stolen from a property.
United States Postal Service (USPS)
- Please allow two extra business days for your package(s) to arrive if marked "delivered" accidentally.
- In the event of failed delivery, Call your local post office (do NOT call the USPS Hotline), as they will be able to provide better service more quickly. Ask who delivered the package and request details of that day's delivery. USPS is used to these questions and will generally provide helpful information.
- If the package fails to arrive Call your local USPS office to file a claim as we cannot reimburse or reship orders that were mis-delivered by the post office or stolen from a property.