MISSING PARCELSUpdated 3 minutes ago

Ownership of the products remains with us until full payment has been received. Once your order has been processed and dispatched, the risk for the products transfers to you if you select International Standard Post or Free Shipping options. For added security and tracking, we strongly recommend selecting Express Shipping.

Please note that there is no insurance coverage for parcels that are lost, stolen, or missing once the courier has marked the shipment as “Delivered”, unless Express Shipping was selected at checkout.

In order for us to raise an investigation or claim with DHL, we require official written correspondence or documentation from the last-mile courier (e.g. Evri, USPS, Canada Post, etc.) confirming that the parcel was misdelivered, lost, or delivered to an incorrect address. Without such confirmation, we are unable to initiate a claim or provide compensation.

While we will make reasonable efforts to assist in locating your parcel and coordinating with the courier, investigation timelines vary depending on the shipping service used and may take 5-21 business days or longer, in accordance with the courier’s policies. Customers are also encouraged to contact the local courier directly to open their own investigation.