First, please check the status of your order. In your order history, you can see whether your order has shipped and locate any available tracking information.
Has Your Order Shipped Yet?
If your order has not shipped yet, check whether it contains a preorder, backordered item, or handcrafted product that requires additional preparation time. When an order contains an item that is not yet ready, we generally hold the order and ship everything together.
Does Tracking Say "Label Created" or Show No Movement?
With Economy or Standard Shipping, postal tracking may show "Label Created" or appear inactive while your package is in international transit from Ecuador. This is normal and does not mean your order has not shipped.
Economy / Standard Shipping: Learn why tracking may not update right away and how the delivery process works: How does Standard Shipping work?
Is Your Package Being Held for Pickup?
Check your tracking carefully to see whether the carrier is holding your package at a post office, postal facility, parcel locker, or other pickup location. Carriers may only hold packages for a limited time before returning them, so please arrange pickup promptly if requested.
Does Tracking Say "Delivered," but You Don't Have It?
Before contacting us, please check a few common possibilities:
- Ask family members, roommates, coworkers, or others at the address whether they received the package.
- Check your mailbox, porch, side or back door, garage, parcel locker, building mailroom, reception desk, or other safe delivery locations.
- Check with nearby neighbors in case the carrier left it with someone else.
- Verify the shipping address on your order confirmation, especially if you have recently moved or used an address saved by your browser.
Occasionally, a carrier may also mark a package as delivered shortly before it actually reaches the address. If it was just marked delivered, please allow a little additional time for it to appear.
Did You Order a Digital Download?
Some of our products are available as both physical products and downloadable PDF versions. If you purchased the downloadable version, nothing will be sent through the mail.
Looking for your download? Digital purchases are available immediately after purchase and can also be accessed later through your order history. How can I download my digital media purchase?
Did You Place More Than One Order?
Separate orders may arrive at different times, especially if different shipping methods were selected. For example, a FedEx order may arrive before an earlier order sent by Economy or Standard Shipping. Please check the order number and tracking information for the specific shipment you are expecting.
Still Haven't Received Your Order?
Please check the expected delivery timeframe for the shipping method you selected. If your order has passed its expected delivery window and the steps above haven't resolved the issue, please contact us with your order number. We'll be happy to take a closer look.