SAYS 'DELIVERED'

My tracking number says "Delivered" but I did not receive my package.

If your tracking number shows Delivered, but you did not receive the package, you must contact the courier company directly.

Purolator and UPS are independent courier companies and we are not able to control how they operate.

You must request a Trace Investigation from the courier.

Steps to follow:

  • contact the courier company

  • request a Trace Investigation

  • provide your tracking number

  • request that the Trace Investigation Report be emailed to you

  • request that all communication be provided by email

Once you receive the Trace Investigation Report by email, you must forward that email to us.

The Trace Investigation Report is required for us to submit a claim to our shipping insurance provider.

Without the Trace Investigation Report we cannot submit a claim.

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