To report an order issue, please feel free to start a chat with us on Orgain.com and select "Track and manage my orders". Select your order number and report the issue. Please see more details below:
If you received a shipping confirmation email and tracking shows no movement for more than 5 days:
- Please contact us so we can look into this and if needed, file the insurance documentation for the lost claim with the carrier and process a refund. In order to process the claim, the customer will need to complete the lost claim documentation form.
- Please note, sometimes the carrier (UPS, FedEx, or USPS) will miss several scans while the package is in transit and it will not be scanned until its final delivery, this is very typical during peak volumes. The carrier services we partnered with have reported labor shortage of package handlers which is causing delays in scans updates on tracking.
- Please contact us within 45 days of your order ship date to report any issues.
If you received a delivery confirmation email and you are unable to locate the order after the 3 business days from the confirmed delivery date:
- Please contact us so we can file the insurance documentation for the lost claim with the carrier and process a refund. In order to process the claim, the customer will need to complete the lost claim documentation form.
- Please note, sometimes packages may be marked or scanned as “delivered” by the carrier (UPS, FedEx, or USPS) early while on route. Sometimes carriers will leave packages in out of view places to prevent theft. Please be sure to check all exterior doors, porch, back patio, garage, or other locations where packages could be delivered to such as the front office lobby or apartment leasing office.
- Please contact us within 45 days of your order ship date to report any issues.