Why does my order say it’s been delivered when I haven’t received it yet?

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If your order status indicates “delivered,” but you haven’t received your package, you may want to try the following:

  • Double check your porch, mailbox, or garage.
  • Ask your neighbors.
  • Ask your building manager.
  • Check your mailroom or receiving department (if your order shipped to a business address).

If you’re still not able to locate your item(s), you may be able to report a missing item by completing a refund or replacement request online. To begin:

  1. Access your account.
  2. Locate your item(s) under TRACK MY ORDER.
  3. Select Fix an issue next to missing item(s). 
  4. Fix an issue will only appear as an option for eligible item(s).
  5. Follow prompts to complete your refund or replacement request.
  6. Replacements are subject to availability and will process as an even exchange. You won’t receive additional charges.
  7. Once you request a replacement, you can’t return the original item in store if it’s later found because this will cancel the replacement request.
  8. Refunds are issued to store credit gift card.
  9. You’ll be provided with instructions on what to do with the missing item. 
  10. For replacement requests, navigate to your order history for updates.

You can also call our Guest Services at 949-372-9708 for help.

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