Domestic Shipping & Tracking FAQ

The tracking says my package was delivered, but it's not here!
Most likely your mail carrier just scanned your package prematurely. There is a 99% chance it will show up in a day or so. Do not worry.

They scanned it prematurely? How come?
Sometimes mail carriers scan all their deliveries at the beginning of their routes, in order to maintain good efficiency metrics. But also: many post offices are understaffed, and consequently their carriers are overburdened with deliveries, so sometimes they are not able to finish a day's route before it's time to clock out. Then they finish it the next day.

The tracking says my package was delivered, and it's not here. I waited a couple days to see if it would shake loose, but it still hasn't arrived. What do I do?
Follow the items on this list:

• First, please double-check the address you submitted to us, on the off-chance your browser's autofill function covertly made any weird substitutions or typos.
• Then—are there any neighbors to whom it might have been incorrectly delivered? Do you have any roommates/housemates who could have grabbed it and forgotten to say something? Is there somewhere not-immediately-obvious at the address that a mail carrier could have left it? The back door? Under the porch? Is there a mailroom or a front desk in the building?
• Finally, please call your local post office to see if they have any insight into what might have happened to it (you can find your local office's number through USPS's location finder tool, or through Google. Remember: your local office, not the 800 number). There's always an outside chance that it got scanned incorrectly. The carrier might not have been able to leave it securely and then forgot to leave a door tag. The package may be waiting to be picked up at your local post office. Sounds convoluted, but it's weirdly common.

I did all that, and it did not turn up. What now?
It might actually be lost—please reach out to our support email, or open a ticket on the help desk, and we will get everything figured out.

The tracking says my package was delivered, but it's not here! And my order shipped via UPS, not USPS, so all the talk about calling the post office doesn't really apply here. What do I do?

As per the normal instructions above, please double-check the address you submitted to us, and check for the package thoroughly around your building. If it does not turn up, please email our support address or open a ticket on our help desk, and we'll get everything figured out!

My package got returned! What do I do?
Click through on the tracking number to see USPS's version of the tracking history. They usually include the reason for the return at the point where they decided to turn it around.

Please double-check the address you submitted for the order. Most of the time, what happened is that you left your apartment number out of the address you submitted, and they needed that to deliver the package. No judgment, happens to the best of us—most likely your browser's autofill function just dropped the ball. Send us an email or open a ticket on our help desk, and let us know what's up. We'll keep an eye out for the returned package.

But: sometimes, say if you just moved into a new address, you get a carrier who doesn't recognize the name on the postage label, and they turn it around under the mistaken assumption that it was addressed incorrectly. So if your address was submitted correctly, and if it's got "addressee unknown" on the tracking, please send us an email or open a ticket on our help desk, and let us know what's up. We'll keep an eye out for the returned package. In the mean time, you'll need to talk to someone at your local post office to make sure everyone is on the same page about who lives at your address, or else there's a good chance they'll repeat their mistake.