Lost Items

We understand your concern when your parcel takes longer than expected to get delivered to you. Please refer to our table on estimated shipping time frames to your area.

Sometimes, for shipments destined outside of the USA, packages have been known to take 5-6 weeks to arrive, particularly if they get caught up in customs.

• For all non-tracked or limited-tracking purchases (this includes USPS First Class International or Royal Mail). Please note that this level of shipping costs much lower because it does not include insurance. Although missing parcels via this method of shipping occur rarely, there is a possibility of it. Choose this shipping level at your own risk.

• For tracked purchases (this includes USPS Express International, USPS Priority International, UPS, FedEx and Purolator), please wait 2 weeks after the expected arrival date, then please contact us and we will send you a replacement (Please note: we have never had a tracked package go missing).

• For parcels shipped with limited tracking service and with no insurance (this includes USPS First Class Mail International), tracking information is not updated after the parcel leaves the ports. Please wait for 6 weeks after expected date of delivery before contacting us. We will do all we can possibly do to find your missing parcel but we do not replace uninsured items.

• For items returned to us due to an incorrect shipping address, you have a choice of getting a refund or pay to have the item re-shipped to you. Both options will also incur a US$6 fee to cover expenses charged by the fulfilment centre. Please double check that your order's shipping address is correct BEFORE making payments.