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Knowledgebase

What can I do if I haven't received my order yet?

First, check your Order Status to make sure your order was shipped to the correct address.

Postal Shipping: Check the expected delivery time frame in your shipping confirmation email.

Some International shipments can be delayed at country borders, customs, or other routing destinations along the way. If you still don't have your order after the time frame provided, check with your local postal and customs offices to see if they are holding your order and contact our Customer Support if they're unable to find it.

DHL Express- Check the tracking number issued when the order was placed. If your tracking number has not updated in several days or if it shows the order was delivered, but you didn't receive it, contact our Customer Support and we'll start an investigation with DHL. If the tracking hasn't updated in several days, but the last update is regarding "CUSTOMS" or "CLEARANCE", your order is being held at the customs office. Contact DHL to arrange delivery.


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