FAQ

By default, the return address is based on where your package was fulfilled:

• Packages sent out from our US and Mexico facilities are returned to 217 Wrangler Drive, Coppell, Texas 75019.
• Packages sent out from our facility in Canada are returned to Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4, Canada.
• Packages sent out from our Latvian facility are returned to Lidostas Parks, Marupes novads, Latvia LV-2167.
• Packages sent out from our Spanish facility are returned to Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.
• Packages sent out from our UK facility are returned to Antar 2, 1 Headway Road, Wolverhampton, WV10 6PZ.
• Packages fulfilled by our partner facilities in Australia are returned to 40 Tanimbla Street, Kedron, Queensland 4031, Australia (apparel orders); 338 Albert St, Brunswick VIC 3056, Australia (non-apparel orders, except for phone cases); 6 Axis Crescent, Dandenong South VIC 3175, Australia (phone cases).
• Packages fulfilled by our partner facilities in Japan are returned to Komiyaji 817-3, Shinwamachi, Amakusa, Kumamoto prefecture, 863-0101 Japan (apparel orders); Ibe 15, Kunogi, Nakanoto, Kashima, Ishikawa prefecture, Japan 929-1801 (non-apparel orders).
• Packages fulfilled by our partner facility in Brazil are returned to Rodovia Santos Dumont, 4791 (Antigo KM 3,5), Armazém 111, Galpão 02, Empreendimento Caxias Park. Parque Paulista. CEP 25251-460. Duque de Caxias – RJ, Brasil.

What if my order is lost in the mail?

Sometimes packages can get lost in transit, and we’re here to help if that happens. If your order doesn’t arrive and the tracking status hasn’t updated in a while, just follow our claim procedure—we’ll review the situation and help you resolve it.

Here’s how we handle lost-in-transit orders and what steps you may need to take first.

When to submit a problem report

You’ll need to report the lost shipment within 30 days of the estimated delivery date. If the order is considered lost by the carrier and falls within this timeframe, we’ll cover the costs of reprinting and reshipping it.

Before we issue a reprint

To speed things up, we might ask you to help confirm a few details:

• Check the shipping address: Ask your customer to make sure their delivery address was entered correctly.
• Contact the local post office: Sometimes the package is nearby, and the post office can help locate it.

What if the tracking shows it was delivered?

If the tracking shows the package was delivered but your customer reports they didn’t receive it, we’re not able to cover the cost of a reprint or reshipment. However, you’re welcome to place a new order at your own expense if you choose to send a replacement.

You can find additional details in our Return Policy.