My Order Is Delayed — What to Do NextUpdated 9 days ago

We understand how frustrating it can be when a package takes longer than expected to arrive. Once an order leaves our warehouse and is accepted by the carrier, the delivery timeline is entirely controlled by that carrier—not by us.

This article explains what you should do immediately, who you should contact, and what we realistically can and cannot do once your package is in transit.

First: Check Your Tracking Information

Before taking any action, review the tracking details provided in your shipping confirmation email. The tracking page reflects the same information that both you and we can see.

If your package shows:

• “In transit”

• “Arriving late”

• “Moving through network”

• No scans for several days

This indicates a carrier delay, not an issue with fulfillment.

Contact the Carrier Directly (This Is the Fastest Path)

If your package is delayed, you should contact the carrier directly. As the recipient, you have the same—if not better—access to carrier customer service than we do.

USPS (United States Postal Service)

• Phone: 1-800-ASK-USPS (1-800-275-8777)

• Help & Claims: https://www.usps.com/help

• Missing Mail Request: https://www.usps.com/help/missing-mail.htm

UPS (United Parcel Service)

• Phone: 1-800-742-5877

• Customer Support: https://www.ups.com/help

• File a Claim / Investigation: https://www.ups.com/claims

When contacting the carrier, reference your tracking number and ask about:

• Routing delays

• Facility backlogs

• Weather or transportation interruptions

Important Clarification: Carrier Claims & “Sender Only” Myths

You may be told by a carrier representative that “only the sender can file a ticket” or that we must contact them on your behalf.

This is not true.

• Carriers do not provide retailers with special escalation tools.

• We see the same tracking data you see.

• We cannot force scans, reroute packages, or accelerate delivery.

• Filing a ticket from our side does not make the package move faster.

This is standard carrier policy and applies industry-wide.

What We Can Do (and Will Do)

You are still welcome—and encouraged—to submit a support ticket with us, even while you are contacting the carrier.

When you do:

• We can submit a parallel inquiry with UPS or USPS

• We can document the delay internally

• We can assist if the package is ultimately lost or confirmed undeliverable

However, please understand:

• Submitting a ticket with us does not override carrier timelines

• We cannot upgrade shipping retroactively

• We cannot compel carrier action beyond what the service level allows

Shipping Speed Is Determined at Checkout

Delivery speed is dictated by the shipping method selected at checkout:

• Economy services move slower and are lowest priority

• Standard and Express services receive faster handling

Once a package is shipped, no carrier will deliver it faster than the service level purchased.

Bottom Line

• Carrier delays are outside of our control once your order ships

• Contacting UPS or USPS directly is the most effective first step

• We are happy to submit a ticket on your behalf—but it does not provide special leverage

• We cannot make carriers move faster than the service selected

If you have questions, submit a support ticket and we’ll assist where possible—but carrier resolution must come from the carrier.

We appreciate your understanding and patience while they work through their network.