Where is my order? Tracking, delays, and lost or damaged packagesUpdated an hour ago
Where is my order? Tracking, delays, and lost or damaged packages
When will my order ship?
If you order before 12PM PST, we process it the same business day. Orders placed after 12PM PST, or on weekends and holidays, are processed the next business day.
How do I track my order?
When your order ships, UPS, USPS or DHL emails you tracking information. Click the tracking link in that email to see your package's latest status. If you can't find it, check your spam or promotions folder.
My order hasn't shipped yet.
If you haven't received a shipping email within [CONFIRM: X business days] of ordering, contact us with your order number and we'll check on it.
My tracking hasn't updated.
Tracking can pause for a few days while your package is in transit, especially for international orders going through customs. If there's still no carrier update 15 days after the last one, the carrier considers the package lost. Contact us with your order number.
My tracking says delivered, but I don't have it.
Check around your delivery location and with neighbors or your building office. Carriers sometimes mark a package delivered a day early. If it still hasn't turned up, contact us within 7 days of the delivery date shown in tracking.
My package arrived damaged.
Contact us within 7 days of the delivery date and include photos of the package and the item. If only the outer retail box is damaged, we'll need the device returned before we can reship.
What does Shipping Protection cover?
If you added Shipping Protection at checkout, we'll replace or reship items that are lost, stolen or damaged in transit. Refunds aren't available under Shipping Protection, and the fee itself is non-refundable. To file a claim, email mailto: [email protected] with your order number and:
- Lost: within 15 days of the last carrier update
- Stolen: within 7 days of the delivery date, with a copy of your ID and a signed statement confirming you didn't receive it
- Damaged: within 7 days of the delivery date, with photos
Approved replacements ship within 3–5 business days and require a signature on delivery. Shipping Protection doesn't cover packages sent to an incorrect address given at checkout, delays from customs, weather or other factors outside the carrier's control, or packaging damage that doesn't affect how the product works.
International orders
Customs clearance can delay delivery past the original estimate. Any customs, duty or tax charges are paid by the recipient. See International Orders for details.
Need to change your address or cancel?
Contact us as soon as possible with your order number. Once an order has shipped, we can't change it.