International Orders FAQ

FAQ: INTERNATIONAL ORDERS

Q: My tracking has stopped updating. Why is that?

A: Some customers don't see tracking updates or don't see them after a while. That is normal! 

When a package goes overseas, the package is passed on to the partner carriers of that country. The partner carriers don't always update or report backtracking info back to us, so sometimes the tracking doesn't show any updates. Don't be alarmed - the package is still underway to the destination!

If it's been over two to three weeks since the package has shipped with no updates, call or visit your local post office. There is a good chance your local post office is holding your package (we find this is the case for 90% of missing packages)! Make sure to do this promptly as they will send the package back to us if it's not picked up in time.

Q: Why does my package take so long to get here?

A: International shipping takes on average two to five weeks to arrive. COVID 19 has been causing a lot of delays as safety measures have been put in place to keep delivery workers (and you) safe!

This means longer wait times as packages are routinely checked across borders. Packages often pass through multiple countries on their way to the final destination, which means the package needs to clear customs for multiple countries, and each country has its own safety protocol.

Q: My package says delivered, but I don't have it?

A: If your order shows up as delivered but you haven't received it, it is most likely being held at the post office where they are waiting for a signature or payment of any import taxes as imposed by your government.

We recommend you call or visit your local post office. Make sure to reach out to them promptly or else the packages will be sent back to us!

Q: Which local post office do I go to pick up my items?

Q: Can I refund the item even if the item hasn't been delivered yet?

We hope this helps! If you have any other questions, respond to this email and we'll do our best to help.