My order is missing. What should I do?Updated 2 months ago
Please follow the steps below dependent on which scenario best applies to you:
Tracking hasn’t updated in a while and I think my order may be lost
Sometimes shipping carriers miss a scan between depots or other delays may occur, resulting in delayed tracking updates. If your order is still within our estimated shipping timelines, please allow the carrier the full timeline to get your order to you. We often see orders without recent tracking updates still show up within the expected time frame!
If your order hasn’t arrived and is outside our estimated shipping timelines, please email us at [email protected] with your order number and we’d love to look into this more for you.
Tracking says my order was delivered, but I haven’t received it
In this case, please complete the following steps first:
Verify the shipping address on your order confirmation is correct
Look around your property for an attempted delivery notice slip
Double check around your property in case it was delivered to a hidden area. Shipping carriers often get creative with where they leave your package to ensure it remains safe until you can grab it!
Check in with your neighbours, concierge, property manager, etc. to see if someone else received it
Allow an extra 1-2 business days to see if it turns up. We’ve seen some orders marked delivered before actually arriving
If you’re outside North America, the tracking may not update in real time, or have accurate updates after leaving the continent. Please contact your local postal service (e.g. Royal Mail) to see if they have any further updates for you
If you’ve done all of the above and still haven’t received your order, please reach out to us at [email protected] and we’ll look into the best next steps for you.
Please note Olive & Piper is unable to assist with package issues reported more than 30 days after the delivery date.
Tracking says my order is being returned to sender
There are a number of reasons a carrier may ship your order back to us. Typically, the reason is noted on your tracking link, however common reasons include: if they were unable to deliver your order due to an incorrect address or they attempted delivery multiple times with no one home and no safe place to leave your package.
Once your order is delivered back to our warehouse, your original method of payment will be refunded, less the cost of any fees incurred. Depending on the reason your order was sent back to us, it may be subject to an additional shipping fee.
My order was stolen
If you have proof your package was stolen (e.g. a doorbell camera), please file a report with your local police station. Olive & Piper is not responsible for lost or stolen packages.