Tracking says delivered but you can't find it
Check the proof-of-delivery photo in your tracking link to see where it was left. Boxes often turn up with a neighbour, at a side door, or in a mail room.
Still can't find it? Report it here or email us with your order number. We'll investigate with the carrier and try to get your box redirected to you. If that isn't possible, we'll send a new box.
My box never arrived
Let us know and we'll contact the carrier. If there's no answer or it's taking too long, we'll send a new box. You won't be left waiting on the carrier.
Late but still frozen?
Sorry for the wait. We pack extra dry ice so your box stays frozen for 24+ hours past the expected delivery date, so if everything arrived frozen it's good to go into the freezer. If anything arrived thawed, we'll replace or refund it.
The carrier wants a fee or says my address is wrong
Please don't pay the carrier anything. Email us and we'll sort it out with them.