Frequently Asked Questions

Where is my package?

In the top right corner of your screen, click this button:

Enter your carrier tracking number (not your order reference number) into the drop down box:

If you need more information, please contact the Customer Service Agents of the retailer you made your purchase from.

The tracking on my package appears to have stopped. Or, I think my package might be lost or stolen. What should I do?

Contact the Customer Service Agents of the retailer you made your purchase from. They are able to open investigations with us to resolve any issues that may arise.

How can I change the address or shipping information on my package?

Contact the Customer Service Agents of the retailer you made your purchase from.

How do I get reimbursed for duties and taxes on a return item?

Contact the Customer Service Agents of the retailer you made your purchase from.

I’ve received an email to pay my duties and taxes but the charges are too high. How do I stop shipment of my parcel?

Contact the Customer Service Agents of the retailer you made your purchase from.

My tracking page shows an “attempted delivery.” When will the carrier be back to deliver my parcel?

Typically, the carrier will be back the next business day. Sometimes they will reattempt delivery later in the same day. It is also possible they will hold the parcel awaiting pick-up at a local distribution center, and in this case they will leave a calling card at the customer’s address.

Where is the pick up location for collecting my parcel?

The location varies depending on the carrier. The calling card left after a delivery attempt will provide such details. If not, you may inquire with the carrier.