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My Tracking Says "Delivered", But I Didn't Get My Package
If your tracking shows "Delivered" but you do not have your package, your order is fully protected. We will help you trace it, and if it cannot be found, you can choose a free replacement, store credit, or a full refund.
Carriers sometimes scan packages as "Delivered" early. Please complete the quick checks below before opening a claim.
Steps to Take First
Check these common spots before submitting a claim:
Check all entrance points and lockers: Look around your porch, garage, side doors, mailbox, or community parcel lockers. If your carrier notes delivery to a locker, check your mailbox for a locker key or a code slip from the carrier.
Ask around: Check with neighbors, family members, or roommates to see if someone accepted the box on your behalf.
Wait 24 hours: Shipping carriers often scan items as delivered while they are still in the delivery truck. Most packages turn up within 24 hours of that scan.
What We Offer If Your Package Is Lost
If your package does not turn up after 24 hours, contact us. Once confirmed lost or undeliverable, you can choose one of the following:
- A free replacement: Our team will confirm your preferred shipping address with you first, then remake and ship your new glasses.
- Store credit: We will email you a store credit code with your balance to use on any future purchase.
- A full refund: Sent directly back to your original payment method.
When to Skip the Wait
You do not need to wait 24 hours if your tracking shows delivery to a completely different city or ZIP code. In that case, reach out to us right away.
When to Contact Us
Contact us if your package is still missing 24 hours after the delivery scan, or immediately if tracking shows delivery to the wrong city or ZIP code.
- Live Chat: Open the chat bubble on our site and type "Package missing" to start a trace right away.