Shipping
How your order gets to you
Two separate waits sit between your order and your doorstep, and shops routinely blur them into one number. Dispatch is the time it takes for the parcel to leave. Transit is the time the carrier then has it. We publish both, because a slow dispatch and a fast service is a different experience from the reverse.
What a business day is
Business days are Monday to Friday, excluding United States public holidays. An order placed on Friday evening begins its dispatch count on Monday morning, and an order placed the night before a holiday begins the day after it.
We count this way because carriers do. Counting in calendar days would make our figures look better and your parcel arrive later than we said.
Tracking starts when the parcel moves
You are emailed a tracking number when the parcel is handed to the carrier, not when a label is bought. Those are different moments and plenty of shops treat them as the same one, which is why a tracking page can sit at "label created" for days.
The first scan can still lag by a day after collection. If your tracking has not moved two business days after dispatch, tell us and we will chase the carrier ourselves.
Somebody has to be there for a valuable parcel
Above a certain value a parcel requires a signature on delivery and will not be left on a step, in a porch or with a neighbor. That is a condition of it being insured, and it is not something we can waive on request.
If nobody can be at the address during the day, send it somewhere that is staffed. A workplace address is usually the simplest answer, and a gift going to a home where the recipient does not yet know it is coming is the usual reason a parcel goes back to the depot.
The carrier delivers to the address, not to the name
Check the apartment or unit number before you pay. A parcel with a correct name and a missing unit number is delivered to whoever is at that street number, and a signature obtained there counts as delivered.
We can correct an address up until the parcel is handed over, so tell us immediately if you spot a mistake. Once it is with the carrier, a redirect is the carrier's decision and not ours to make.
If it is late, lost or arrives damaged
Tell us and stop there. Do not open a claim with the carrier yourself: the contract is between the carrier and us, so a claim from you will be declined and the time spent on it is time we could have spent replacing the piece.
Keep the packaging if the parcel arrived damaged, and photograph it before you unpack any further. Carriers ask for that and it is much harder to produce afterwards.
Nothing on this page is counting down
These figures do not change with the hour or the season, and nothing on this site ticks. If a date is shown on a product page it is the same date on your second visit as it was on your first.
A shipping estimate is an estimate. We would rather publish one you can rely on than one tuned to make you decide faster.