Customers are responsible to track the transportation and delivery of their orders using the tracking information sent to them via email. If the tracking information indicates the package was successfully delivered, customers are responsible to check for their delivery in a timely period.
If the package(s) cannot be found, please check around your building, neighbours, security, concierge, or building manager. Packages may be left in a community mailbox. Please check for a key in this case. Check for a notice card in case the courier left the package at a local pickup point. If there is no key or notice card, and no one else received this package on your behalf, please wait one business day in case the delivery of the key or notice card is delayed.
If there is still no key or notice card given after 1 business day, and no one has indicated they received the package(s) on your behalf, please contact the EC team. We will open a service ticket on your behalf to locate this lost package with the courier. Customers will be contacted by the courier to confirm receipt of the package. Your cooperation is integral to ensure a successful and complete investigation.
After the courier has confirmed with our team regarding the location of the package, our team will provide further steps with a resolution. This process may take up to 2 weeks. We apologize in advance for any inconvenience this causes you, and thank you sincerely for your patience.