We're sorry to hear that your order has gone missing - we know this is very frustrating! The first step is to check the tracking info for your order, which you can access via your shipment confirmation email. If you can't find this email, please reach out to info@ashandrose.com or via our Contact Form. If your order status is "Delivered" in the tracking info, but you can't find your package, please follow these steps: 1) Allow another 24 hours for the package to turn up. Sometimes orders get scanned as "delivered" before they are physically dropped off. 2) If you can't find the package after 24 hours, please check thoroughly with neighbors and family members (it's amazing how often this solves the problem) as well as building mailrooms, etc. 3) The next step is to contact your LOCAL post office - they are truly the best resource for locating missing packages at the local level. 4) If your local post office can't locate the package after 10 days, please reach out to us at info@ashandrose.com or via our Contact Form. Please note that we're unable to take action such as filing a missing package claim with USPS prior to the 10-day window. If there are no tracking updates on your order, please follow these steps: 1) Wait 10 business days to see if tracking has updated. We realize this is a long time to wait, but this is the minimum required time before USPS will accept missing item claims, and most packages DO resurface within this window of time. 2) Contact you LOCAL post office (not the national USPS phone line), especially if tracking shows that your package has made some progress but is currently stalled. 3) Reach out to us at info@ashandrose.com or via our Contact Form. Please note that we're unable to take action such as filing a missing package claim with USPS prior to the 10-day window elapsing. International orders can occasionally get stuck in customs processing, and in rare cases may take 30-60 days to be released from customs. Unfortunately there is very little that we can do to speed up this process. Please wait 3 weeks for your order to make it through customs, and if there is no progress after three weeks please reach out and we'll do everything we can to speed things along. Unfortunately, significant mail delays beyond our control can happen, especially around major holidays. WE ARE NOT ABLE TO GUARANTEE DELIVERY TIMES. In almost all cases, orders that are experiencing delays DO eventually show up. Please follow the instructions outlined above, and we'll do everything we can to locate your order, or take appropriate action if it is lost. If you've made an error in entering the delivery address, please contact us and we'll do our best to help get your order to the correct place. You are responsible for any additional costs associated with re-shipment to the correct address.