Lost / Delayed Packages

Domestic (US shipments): most packages are sent by USPS (United States Postal Service) first class or Priority Mail, and these shipments are generally NOT trackable. In our experience, the most common reason for a package not being delivered is a missing apartment number. According to USPS rules, t hey will not begin to search for a lost package until it is at least 30 days from the date of mailing. If it has been 30 days since your package was mailed and you still have not received it, please contact us.



International: We ship our international packages by Priority Mail International, through the US Postal Service. This is an economy air-mail service, and international packages are NOT trackable. Once a package is mailed, there is NO WAY to trace it. For most countries, delivery happens in two or three weeks. There can sometimes be delays in Customs, which will take additional time. In our experience, we have found that packages sent to Spain and Italy take at least six weeks.

Our international packages are insured by Shipsurance (a third party provider). We can file a claim for a lost international shipment, but we must wait until it is at least 45 days from the date of mailing, and no longer than 120 days after the package was mailed. We did not make this rule, it was made by the insurance company and we have no choice but to abide by it. If your international package has not been delivered and it has been 45 days or more, please contact us so that we can file a claim on your behalf. Once the claim is resolved (this takes 1-2 weeks), then we will either re-ship your order or refund your money (your choice).



Please note that we send an automatic e-mail when packages are shipped, telling you what the package number is. If you cannot find your copy of this e-mail, and need to know the package number, send us an e-mail and we will be happy to provide you with this information at any time. But be sure to check your junk/bulk mail folder first, as sometimes the shipment notification e-mails show up there!