MY TRACKING NUMBER STATES THAT MY ORDER WAS "DELIVERED," BUT I HAVE NOT ACTUALLY RECIEVED IT:


In the case that you suspect your order may have been mis-delivered, please take the following steps:


  • CHECK THE IMMEDIATE AREA- Check for your package in other areas that include any mailbox, garage, porches, front desk, leasing office, neighbors, roommate, or anyone that may have signed for or picked up the package.


  • DOUBLE-CHECK YOUR TRACKING NUMBER- Check your tracking again to see if there are any special instructions or updates listed from the carrier about your shipment. This may include a new, updated date/time for redelivery, or picking up the package at a storefront of the shipping company.


  • WAIT SOME EXTRA TIME- Occasionally, shipping companies may prematurely mark a package as "delivered" shortly before it is due to be dropped off. Your package may still be on its way.


MY ORDER IS DELAYED, TRACKING HAS NOT BEEN UPDATED OR IS "LOST IN TRANSIT":


In the case that your tracking number states your shipment is "delayed," "lost in transit," or tracking has not been updated, then please take the following steps:


  • WAIT SOME EXTRA TIME- It can take a bit of time for your package to be scanned by the shipping company even after they've picked it up from us. Package scanning can take up to 24-72 hours after they've left our facilities. This also applies to shipments that are currently in transit. It is possible the shipping company may have missed a step during shipment, which is why there has been no update.


  • CHECK THE IMMEDIATE AREAS- It is possible that the shipping company may have delivered your package, but did not update your order as "delivered." Double-check your porch, mailbox or anywhere else you usually receive packages to see if it has been delivered.


I'VE DONE EACH STEP. WHAT SHOULD I DO NEXT?


If you've taken every step for either scenario and did not locate your package, you will need to file a claim with the shipping company.


If you are still unable to obtain your package after 5 business days of filing your claim, then you can reach out to us via our support page so we can do a driver inquiry or file a claim with the carrier. But please be aware that driver inquires and carrier claims do not guarantee that your package will be recovered.


PLEASE NOTE: Quilter Labs is not responsible for items that are lost in transit, stolen, or delivered incorrectly. Once your order has left our facility, it is the responsibility of the shipping company.