Order Tracking & Delivery Help

Effective date: August 18, 2026

Use this page for help finding shipment information, understanding tracking updates, or reporting a delivery problem. It does not provide a separate order-search tool.

Find your tracking information

After an order ships, use the tracking link in the shipping confirmation sent to the email address or phone number used at checkout. Check your inbox, promotions folder, junk folder, and text messages. A new tracking number may not show carrier activity immediately.

Common tracking statuses

Label created or information received: shipment information has been created for the carrier.
In transit: the carrier has recorded movement through its network.
Out for delivery: the carrier expects to attempt delivery.
Delivered: the carrier recorded a completed delivery.
Exception, attempted delivery, or returned to sender: review the carrier details and contact the carrier when possible.

No tracking movement

If a tracking number does not begin updating or stops moving for an unusual period, contact us with your order number and tracking details. We will review the available shipment information.

Tracking says delivered

Check the delivery area, mailbox, parcel locker, household members, neighbours, building management, and any carrier delivery details. Contact the carrier when possible. If the package still cannot be located, contact us promptly with your order number and tracking information.

Returned to sender

A parcel may be returned because an address was incomplete, delivery was refused, the parcel was not collected, or delivery could not be completed. Contact us promptly. Additional delivery costs caused by an incorrect customer-provided address may be the customer’s responsibility.

Damaged, defective, incorrect, or incomplete delivery

Contact us within 30 calendar days after delivery. Keep the item and packaging and provide clear photos or video showing the product, issue, shipping label, and outer packaging. See the Refund & Replacement Policy.