Domestic orders ship with both UPS (UPS Mail Innovations) and USPS**, depending on which will be best for your address. This can affect the delivery time and tracking movement in a confusing way. Once your order has been assigned tracking information it can take up to 10 business days for your order to ship out. We aim for faster, and typically during non-holiday times, this is still the case. (International orders ship with FedEx).
**NOTE: Beginning December 16th, all Domestic orders will ship out via UPS, and continue through the holidays.
You may notice it starts out with UPS but transfers to USPS, which should be reflected in the tracking information. Because of this, it may show no activity during the transfer process. There could be several days delay while the transfer takes place.
The good news is we now have Package Protection to make sure your order is insured. This should be automatically applied when you purchase any item (unless you uncheck that option manually).
How to know when to file a claim: (we are required to wait 10 business days before a claim can be filed)
1) If the delay in movement between carriers lasts longer than 10 business days
2) If tracking says "Shipment ready for UPS" or "Label Created" for FedEx and it has been more than 10 business days
3) If there is no movement or the tracking information says "pre-shipment", and has for 10 business days
Before you begin, make sure you have the email address used to order and your order number. (Please do NOT include the letters TCM when typing your order # in)
Click on this link to get started: File a claim here.
If the tracking says "delivered", but you don't see your package, check your mailbox or porch. Sometimes USPS will hide a package behind a flower pot, etc. If you still don't see it, please contact UPS/USPS to see if your local post office can help you locate your package. (depending on who made the delivery)
If you need further assistance, reach out to our team. CLICK HERE