Almost everything people write to us about, answered here. Still stuck? Email [email protected] with your order number.
I haven't received a tracking number yet
Every pair is inspected and packed before it ships. Most orders leave our facility within 24 hours.
Your tracking number is emailed the moment the order is dispatched. If it's been longer, search your inbox for Luvensi and check your spam folder — shipping confirmations land there more often than we'd like.
My tracking number isn't showing anything yet
This is normal, and it's the question we get most.
A tracking number is created when the shipping label is printed, but the first scan only happens once the carrier physically collects the package — usually 24 to 72 hours later. Until then the number exists with nothing attached to it. Your package isn't lost. It just hasn't been scanned.
Tracking hasn't updated in several days
Also normal. Packages travel in batches, and several days can pass between scans while a shipment is in transit or waiting its turn at a transfer point.
A quiet stretch in your tracking is not a sign that something has gone wrong. The timeline fills in at the next scan.
How long will delivery take?
Most orders arrive around 13 business days after you place them, and nearly all within 16.
Business days are Monday through Friday, excluding U.S. federal holidays. These are estimates — weather, carrier backlogs and peak seasons can stretch them. Full details in our Shipping Policy.
Who delivers my order?
Final delivery within the United States is handled by USPS or UniUni, depending on your address.
If the carrier name changes partway through your tracking, nothing has gone wrong — that's the handoff to the service bringing the package to your door.
Tracking says delivered, but I don't have it
Check with everyone in your household, your neighbours, and your building's mail room or front desk. Then give it 48 hours — carriers sometimes record a package as delivered shortly before the final drop-off.
If it still hasn't turned up, email us within 14 days of the delivery scan and we'll open a claim with the carrier and make it right.
Can I still change my shipping address?
Only before dispatch, which is a narrow window — most orders leave within a day. Email us immediately with your order number and the corrected address, and we'll change it if the package hasn't moved.
Once a package is in transit, the address is locked and the carrier cannot reroute it.
My order arrived damaged
Email [email protected] within 7 days of delivery with photos of the item and the packaging.
We'll send a replacement at no additional cost, or issue a refund if you prefer. You don't need to ship anything back.
Or email [email protected] with your order number. Every email is answered within 24 hours, Monday to Friday.