Lost, Damaged, or Stolen Package Replacement Policy

Overview

We want every gift to arrive safely and in perfect condition. If your package is lost, damaged, or believed stolen, we’ll work with you to resolve it quickly.

Lost Package

A package is considered lost when:

• Tracking hasn’t updated for 5 business days, or
• Carrier confirms the package cannot be located

What to do

1. Contact Support.
2. Provide order number + tracking link.
3. We’ll begin a carrier trace and process a replacement.

Damaged Package

If your gift arrives damaged:

• Send photos of the item and shipping packaging
• Include your order number
  → We will send a replacement at no additional cost.

Delivered but Not Received

Please first check:

• Entrances, porches, lobby or package room
• With neighbors or front desk
• Delivery notes in the tracking page

If not found after 48 hours, contact us and we will assist.

Stolen Package

If the package is confirmed stolen based on available information, we’ll work with you to determine next steps including potential replacement or insurance claim submission.

Replacement Timelines

Replacements typically ship within 3–5 business days, but may be longer during high-volume holiday periods.