We're sorry you haven't been able to enjoy your gear yet! Below are a few reasons your order could be delayed.
Your tracking has not been updated
- In the busy life of a mail carrier, it can be easy to forget to scan a barcode every once in a while, which means your tracking indicates your package is still with us when it's actually much closer to you! Try to be patient and you may find that your package seemingly jumps across states suddenly.
There is a customs delay
- Internationally shipped packages are subject to customs delays. You may be able to contact your country's import governing body to locate your package.
Your package may have arrived already
- If your tracking reports that your package has been delivered and you still have not received your order, there is still hope! Our packaging is much smaller than expected due to the especially small size of our products. The carrier may have left your order in the mailbox or at the gate or front office of your residence. Please check your residence thoroughly. If you still cannot find your order, please let us know via the Support Form and we will help in every way we can!
Your package is lost or stolen
- If your package's tracking has not been updated for 14 days (domestic) or 30 days (international), it has been officially deemed "lost in transit" by the carrier and we can file a claim to recover the cost of the item(s). In this case, we would be happy to ship your order again when the claim has been processed (usually within a week of submittal). If you have had tracking updates more recently than those outlined above, please feel free to contact us with any questions, but we will likely have to wait until that 14-day or 30-day mark to take action.
It's our day off
If your order was placed on a Saturday evening, Sunday, or US national holiday, we are taking some much needed time to rest and/or take to the outdoors! We will process all weekend and holiday orders on the following business day.