You can click here on the tracking status of your order to understand better what it stands for:

  1. Pending

  2. Out for delivery

  3. Delivered

  4. Failed attempt

  5. Exception

  6. Nothing shows up


Pending

  • A package slip has been created for your order

  • But it hasn't entered the carrier's network yet (meaning it hasn't been picked up).

  • At this time, no tracking details are available.

  • Still, your order should be expedited very soon.

Usually, it can take up to 3-4 business days for an order to be picked up by carrier.

Delays can sometimes apply if the carrier has many orders to deal with or if an unusual event is happening.

If the tracking stays on "the pending status" for more than 5 business days, you can reach out to us. We will look into this and make sure you receive your package as soon as possible.

☞ To reach out to us, you can click the button in the bottom right corner of your screen to open our messenger. Then, click on "Send us a message".


Out for delivery

The "out for delivery" status means your order has been picked up by the courrier and is already on its way to you.

It should be delivered in the next 24h 🎉


Delivered

If the shipment status of your order is marked as "delivered" but you have not received your package, we will offer you a replacement.

First, we would need you to make sure no one received your package on your behalf, like one of your neighbours maybe?

If no one seems to have it, we will have to file a claim against carrier and we will reship your order.

To do this, we will have to open an investigation with the carrier first:

  • Send us a handwritten sworn statement stating you don't have the package.

  • Once we have it, we will open a claim with the parcel service

  • And we will send a new package to your place.

You can view our sworn statement template here.

☞ To reach out to us, you can click the button in the bottom right corner of your screen to open our messenger. Then, click on "Send us a message".


Failed attempt

If the status of your shipment is "Failed attempt", this means the courrier attempted to deliver your parcel but failed.

A notice should have been left and the carrier will try to deliver again your package soon.

If the carrier can't seem to be able to deliver your package (multiple failed delivery attempts), you can reach out to us so we can find a solution together.

☞ To reach out to us, you can click the button in the bottom right corner of your screen to open our messenger. Then, click on "Send us a message".


Exception

If your shipment status shows "Exception", this means your package encountered an unforeseen event and has been sent back to sender.

Your parcel may have been returned to us for many reasons:

  • unknown address

  • damage to shipment

  • signature not received

  • etc...

Rest assured, we will make sure that you receive the order you have paid for.

☞ To reach out to us, you can click the button in the bottom right corner of your screen to open our messenger. Then, click on "Send us a message".


Nothing shows up

Three reasons can explain why nothing shows up when you look for your order ID on our tracking page:

1. Your order is too recent

In this case, we suggest that you wait for a few more days. Usually tracking details shouldn't take more than 5 days to be available on our tracking page.

2. There's been an issue on our side
If it's been more than 5 days that you placed your order and that no tracking details are available, we invite you to reach out to us.

3. Your order is handled by Amazon logistics

Some orders may be handled by Amazon logistics (event if you placed your order on our website). This is uncommon but it can happen. Our tracking page is not yet able to track these orders. We will have a deeper look into this and will do our best to find the best solution for you.

If you have placed your order more than 5 business days ago, please reach out to us so we can check what's going on.

☞ To reach out to us, you can click the button in the bottom right corner of your screen to open our messenger. Then, click on "Send us a message".

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