Tracking hasn't updated in 7 days
Contact the seller first.
Seller used a Tilt label? Contact us and we'll work with the carrier to sort it out.
Seller used their own label? The seller must work with the carrier and you to resolve it. You can also request a refund from your order summary within 60 days of placing your order.
Tracking says "Delivered", but you don't have it
Check with people in your household, your building's management or your neighbours.
Contact the carrier to open an investigation and ask for GPS or drop-off details.
File a police report if you think the parcel was stolen.
Contact us within 3 days of delivery. That gives us the best chance to investigate with the courier.
Parcel returned to the seller?
If delivery failed because of an incorrect address, or the parcel wasn't collected, see our Refunds & Cancellation Policy. These orders aren't eligible for a refund.
What we can help with
Working with carriers on shipments sent with a Tilt label.
Guiding you through next steps and documentation.
Escalating issues when a seller doesn't respond.
What we can't guarantee
Refunds on orders marked as Delivered.
Carrier outcomes or delivery times.