Send our customer service an email ([email protected]) with the subject "Missing Package" and clearly state your order/sales ID in your email.
We will try to track your package in collaboration with the shipping company. If this does not work, we will submit a claim to the shipping company to investigate the matter. It can take 3-4 weeks for a claim to be finalized.
With active claims, we will always contact you within 3-4 weeks as soon as we have an update about the status of your package.
Please note (COVID-19 update): during the contemporary circumstances, the shipping companies are extremely busy. Unfortunately this means that it might take longer than expected to track or claim a package.