I received an order I didn’t place. What now?

Where’s My Order?

See the latest update on your package. You’ll need your order # and the email you ordered with.

Not Yet ShippedWe’re getting your order ready. This takes 1–2 business days.
Label CreatedIt’s packed and waiting for the carrier’s first scan, usually within 24–48 hours. Our tracking page shows this as Pre Transit or Order Fulfilled.
In TransitIt’s with the carrier. Tracking doesn’t update at every stop, so a quiet day is normal.
DeliveredThe carrier marked it delivered. Not seeing it? Check your porch and mailroom, and ask your neighbors.

When to Reach Out

You need to change your address or order. Tell us right away: we can update it until your shipping label is created.
It’s been more than 2 business days and it hasn’t shipped.
Tracking hasn’t moved in 5 business days, or still says “label created” after 7.
It’s been 3 business days since tracking said delivered, and it still isn’t there.
Something arrived damaged or wrong. Send a photo and we’ll send a replacement. No return needed.
Something’s missing. Check for a second box, then send a photo of what you got.

Tracking, delivery times, and changes to an order

How-tos, which one to pick, and care tips

Skip a delivery, change dates, or cancel

Signing in, charges, and email or text settings

Codes that won’t apply, current deals, and free shipping

Replacement parts, what fits, and warranty help

Damaged, wrong, or missing items? Send a photo and we’ll sort it out.

Refund status, our return policy, and how returns work

Have your order # handy and we’ll take it from there.

Send us a message with your order #. We’re here every day, 8 AM–8 PM ET. Please allow up to 1 business day for a reply.