We're sorry that you didn't receive your Splendies, but don't worry, most of the time customers are able to track down their packages by following a few easy steps. Please know that delivery times vary based on location and we'll need to allow up to 14 days for packages to deliver after they have shipped out.
First, log in to your account to check your address and make sure everything is correct. Did you remember your unit number? Is the zip code correct? Most times when a package is not delivered, it is due to a small mistake with the address, so check that first. If you need to update your address, you can make those changes in your account.
Do you have housemates? Be sure you check with other people in your household to see if someone possibly picked up your package.
If you live in apartment complex or your packages are being delivered to a set of mailboxes, be sure you check with the leasing office to see if your package was delivered there, or returned by a neighbor if it was accidentally put in the wrong box.
We do also often see that the postal carrier will prematurely mark a package as delivered before they physically drop it off to your address. Usually the package will be delivered in the next day or two. If after 5 business days you still haven't received your package, please contact our Customer Service team and we'll go through some questions to try and locate your package.
Please note, we must be notified of any missed delivery within 30 days of the shipment date for it to be eligible for any reshipment. That way if there's a problem with your shipments, it can be corrected right away so any future months of your subscription are not impacted by an outdated address or other shipping issues. Shipments that are reported as missing from more than 30 days prior are not eligible for a reshipment or a refund.
If your package is being returned to us due to an incorrect address, we'll need to wait until the package gets back to us before we can do a reshipment. It is the customer's responsibility to ensure that the address on file is up to date and current. We highly discourage having packages forwarded, as they often never deliver. If your package does not deliver due to an outdated address, or is not returned to us, we are able to offer a courtesy reshipment to an updated address for a reduced price of a $10 reshipment fee per package.
If you still need help, please use the Contact Us Page using the subject, "Where is My Order?" for assistance locating your package. Be sure to include your order date and any other relevant information so we can help resolve the issue.
