If you think your order was lost, we can reach out to our shippers and open an investigation claim for you. Typically, claims can take up to 14 business days (business days do not include Saturdays or Sundays) to hear back on a solution. During this time, we have to wait before we can send out a replacement or offer a refund. Often, packages turn up and are delivered during the investigation process, so we appreciate your patience during this window of time.