What If I Haven't Received My Package?

Quick Answer

If your package hasn't arrived, the first steps depend on what your tracking shows. If tracking says delivered but you don't have it, check around your property and with household members and neighbors first. If tracking has stalled or your order seems delayed, give it a little time, then reach out to us.

If you still can't locate your package, contact our Customer Care team via live chat or the Contact Us page with your order details, and we'll help track it down.

My tracking says delivered, but I don't have my package. What should I do?

When a package is marked delivered but isn't in hand, a few quick checks often solve it:

• Look around your property: porch, mailbox, behind planters, side or back entrances, and any usual safe-drop spots
• Ask household members, building managers, or front-desk staff who may have accepted it
• Check with neighbors, who sometimes hold packages for safekeeping
• Contact the carrier directly with your tracking number, as they may have proof-of-delivery details or location notes

Please note that once a carrier marks a package as delivered, items that are lost or taken afterward are outside our direct control. Even so, we're committed to helping you resolve the situation, and if your order has delivery protection, we can help you start a claim.

My tracking hasn't updated in a while. Is my package lost?

Tracking can sometimes pause for a day or two while a package moves between facilities, so a short gap isn't unusual. If your tracking hasn't changed for several days, or your order is well past its expected delivery window, contact us so we can review the shipment status with the carrier and advise on next steps.

I can't find my order at all. How do I confirm it was placed?

If you can't find an order confirmation, or your order doesn't appear under the account you expected, we can help match it. To locate it, it helps to gather:

• The email address used when placing the order
• The shipping address entered for the order
• A screenshot of your purchase receipt or payment confirmation, if available
• The account used at checkout, if you have a SilkSilky account

These details let us search our records for the order and confirm its status.

What happens after I report a package I haven't received?

Once you reach out, we'll review your order and tracking, and may coordinate with the carrier to understand what happened. The right next step depends on the specifics of your order and where the package is in the delivery process, so we'll confirm the situation before advising on how to resolve it. If your order included delivery protection, we'll also help you with the claim process.

In what situations should I contact Customer Care?

Please reach out to our Customer Care team via live chat or the Contact Us page if:

• Your order was paid for but hasn't arrived within the expected timeframe
• Tracking shows delivered, but you can't find the package after checking nearby
• Your tracking hasn't updated for several days
• You can't find an order confirmation email
• Your order doesn't appear under the account you expected
• You need help matching a payment to an order

When reaching out, please include the email address used for the order, the shipping address, your tracking number, and any payment receipt screenshot you have.