If you haven't received your online order and believe there is an issue, first check the tracking emailed to you when the order shipped. Tracking will tell you if your package is en route or if it's been delivered. Please note all carriers are experiencing periodic and unexpected shipping delays, so the most likely answer is your package is just delayed. We have access to the same tracking information as you, so please direct any questions you may have about shipping delays to the parcel carrier handling your package (i.e. USPS, UPS, FedEx, etc.).
If tracking shows your order was delivered but you haven't received it, you'll need to contact the parcel carrier to open an investigation or claim. If you purchased Route Protection at the time of purchase, which we strongly recommend, then contact Route directly for suspected lost or stolen packages.
For international shipments, if your package has not arrived in a timely manner, it is likely held up in Customs. Tracking will tell you if your package has reached your country, and parcel carriers who have questions may have tried calling or emailing you directly, so please be sure to check your messages.