Delivery Exceptions are events that may delay the delivery of a shipment. They can be triggered by a customs issue, the recipient not being available to sign, holiday delays, natural disasters, shipment refusal, invalid addresses, returns to sender, etc.
In the event of a delivery exception you will be automatically notified by email via our tracking update system. We will also receive the same email and may contact you about it if further action is required.
Most of the time no action is needed on our part. However for Returns to Sender, Refusals and International orders there is often some further processing.
For international customs delivery exceptions please familiarize yourself with our international shipping policies, including the section on customs delays:
If the tracking says Delivered but you have not received the package there are a few possibilities.
It’s possible the package was received by someone else. Couriers can drop off packages at the wrong address, street or mailbox and this is unfortunately common. It is also possible your neighbor, a front desk, receptionist, mailroom, doorman, HOA or colleague received the package. We recommend asking around before concluding the package is missing.
If you still can’t find the package you should contact the courier directly, our tracking emails will provide contact information. Couriers will have precise GPS coordinates for every tracking scan and can tell you where the package was scanned when the status was changed to Delivered. Be sure to have your tracking number on hand.
- List of National Postal Services
- USPS Customer Support: 1 (800) 275-8777
- Fedex Customer Support: 1 (800) 463-3339
- UPS Customer Support: 1 (800) 742-5877
- DHL Customer Support: 1 (800) 225-5345
Tip: If USPS delivered your package it will be easier to call or visit your local post office and ask to speak with the Postmaster about your missing delivery.