What if my package gets lost in transit?Updated a year ago

At ooomay, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at [email protected] with your order number and any relevant details!

To determine if your package is lost, please follow these steps before reaching out:

• Check Tracking: Enter your tracking number to check the status of your package. If there have been no updates for more than a week (or longer for international shipments), it could be delayed or lost. Please keep in mind that it is normal for there to be a few days between tracking updates. The breaks in update account for when your package is in transit along the carrier network & moving between facilities. It is also normal for your package to be at a warehouse or processing center for a few days, this is because the package is being scanned and sorted before going on its way. Anything longer than a week brings cause for concern.

• Contact the Carrier: If the tracking hasn’t updated, contact the shipping carrier (e.g., USPS, FedEx, UPS) to investigate. They can check if the package is stuck or misplaced within their system.

• Notify Us: If after this, you suspect your package is lost, please reach out to us. We will run a check of our own, and if we believe your package to be lost in transit, we will happily cover the cost to reship you a new order. We want you to get your order just as much as you do!