When we send a replacement

If a delivery goes wrong, we watch the package every day and we replace it or refund it. You do not have to call the carrier to start that.

What we do while you wait

Every package is checked against the carrier's tracking every day. You never need to call or email to start a clock.

If the carrier reports the package lost or damaged, we ship a replacement the same day, on every service. You do not wait for the claim.

An address problem is different, because a second parcel to the same address fails the same way. We fix the address first. If we got it wrong, we resend free. If the address itself needs changing, we refund the order less the shipping actually paid, so you can reorder with the right one. We do not send the same shipment the same way again.

Past the promised delivery date

A package that is past the date the carrier promised is late. Late on its own is not a replacement. We email you, and we keep watching, while the carrier is still scanning it. A replacement usually arrives later than the package that is already moving.

We ship a replacement only when both are true: it is past the promised date by the days named first, and it has gone quiet for at least the days named second. Both are business days.

  • FedEx and UPS standard, and FedEx Ground Economy or SmartPost: 1 day past the promise, and quiet for 3.
  • UPS Ground Saver: 1 day past the promise, and quiet for 6.
  • USPS Ground Advantage: 8 days past the promise, and quiet for 5.
  • Other USPS services: 5 days past the promise, and quiet for 3.
  • Amazon: 2 days past the promise, and quiet for 2.
  • DHL: 5 days past the promise, and quiet for 2.

No promised date

Some packages never get a promised date from the carrier. Silence alone replaces a package only on FedEx Ground Economy and FedEx SmartPost, after 8 business days with no scan. We do not replace any other service on silence alone. UPS Ground Saver hands the package to the local post office, and that handoff goes quiet by design, so a quiet tracking page on that service is not a lost package.

A carrier report of loss or damage still replaces the package the same day, on every service, whether or not a promised date was published.

Tracking says delivered, and you do not have it

Tell us. We treat your report as true. First check around the delivery spot, with others at your address, and with neighbours or a mailroom. If it has not turned up within 48 hours of the delivery scan (UPS and FedEx) or 5 days (USPS), we open a carrier claim and ship a replacement. If the scan shows it was delivered to the wrong address, we do not wait at all. We reship immediately.

We file every carrier claim ourselves. You will never be asked to call FedEx, UPS or USPS, and you are never asked to wait for a claim to pay out before we make you whole. If your package arrives damaged, tell us within 48 hours of delivery with photos of the damage and the packaging. Our Missing, Damaged or Wrong Parts policy sets out what happens next.

Coming back to us

You are never charged for a delivery that failed before it reached you.

If the carrier cannot deliver — an address that is incomplete or no longer current, repeated failed attempts, or a refused package — the parcel comes back. We contact you as soon as that return starts, not when the box is back on our shelf.

  • If the address error was ours, we reship to the corrected address at no charge.
  • If the address you gave was incorrect or incomplete, we refund the order, less any shipping charges actually paid, as soon as the package is on its way back, and you can reorder with the corrected address. No restocking fee applies to a failed delivery.
  • If a different carrier has already delivered to that address, we reship at no charge on the carrier that worked.
  • We will not send a second package to an address that has already failed, and we will not send a third shipment of the same failure. Address corrections mid-shipment are not available.

A package coming back is a delivery that failed. It is not a return of an order you received.

When the carrier collects the package is on When we hand your order to the carrier. Where we ship, what shipping costs, and the short form of these rules are on Shipping & Delivery.