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What happens if my package is lost or stolen?Updated 10 days ago
Your peace of mind is incredibly important to us. If you suspect your package has been lost in transit or stolen after delivery, please rest assured that we will work closely with you to resolve the issue completely.
To help us find a solution, we follow a straightforward verification and investigation process:
Step 1: Conduct a Quick Local Search
Before reaching out, we kindly ask that you perform these initial checks, as couriers frequently mark packages as "Delivered" up to 24 hours before they physically arrive, or place them in discreet locations to prevent theft:
Check around all entrances, porches, behind bushes, or inside parcel lockers.
Check with immediate neighbors or your building's front desk/concierge to see if it was accepted on your behalf.
Step 2: Contact Our Human Support Team
If the package still cannot be located, please get in touch with us right away. To initiate an investigation, our team will:
Verify Delivery Coordinates: We will immediately contact the carrier (such as FedEx, USPS, Royal Mail, or Evri) to pull GPS tracking coordinates and delivery photos to verify exactly where and when the package was dropped off.
File a Carrier Claim: If the investigation confirms the package was lost in transit, delivered to an incorrect address by the courier, or stolen, we will file an official claim on your behalf.
Our Resolution Promise
If Lost or Misdelivered: Once the carrier verification confirms a shipping error or loss in transit, we will arrange a replacement shipment for you immediately at no additional cost.
If Stolen (Package Theft): If the courier proves it was dropped at the correct location, but it was stolen from your property, we will assist you in filing a carrier dispute and coordinate a secure resolution so you don't miss out on your supplements.
Reach Out for Assistance:
If your tracking says delivered but your box is nowhere to be found, let our human team investigate for you right away:
Email Support: [email protected] (Subject line: Missing Delivery - Order #[Your Order Number])
Call Our USA Team:
1-888-868-3554Call Our UK Team:
+44-845-423-8877