If you have not received your order within 21 working days, please contact us.  You may have missed the delivery:  If you are not present at the time of delivery, the transport company will leave a note, notifying you that you have missed the delivery. You can then contact them to arrange another delivery at a time that suits you, or collect your item from your nearest post office within 15 days. You can then ask us to return the item or get a refund. If the item is returned to us for any reason (such as incorrect address, incorrect item), then Chrono-Kids will notify you immediately by email when the item is received. You can then ask us to return the item or for a refund. Please note that if the items are not delivered due to a consumer error and a refund is requested, Chrono-Kids reserves the right to deduct the shipping costs (included in the price of standard delivery) from the refund ($4.99). It is very rare that an order does not reach our customers. The tracking number allows us to trace any order, but please feel free to contact us by email support@chrono-kids-store.com. Our team will do its best to meet your expectations.