When you place an order, we know you're excited to receive your package as quickly as possible! Once your item ships, the carrier (such as UPS, FedEx, or USPS) takes over the delivery process. But what happens if you have questions or run into an issue with your shipment? Should you reach out to the carrier or contact us, the seller? Here’s a simple guide to help you know who to contact for different situations.
When to Contact the Carrier (Courier / Postal Office)
Once your order has shipped and is in transit, the shipping carrier is responsible for handling delivery. You should reach out to them directly if you experience any of the following issues:
- Tracking Updates & Delays – If your tracking number shows no movement, is stuck in transit, or the estimated delivery date has passed, the carrier has the most up-to-date information.
- Lost or Missing Packages – If your tracking status says "Delivered" but you haven’t received your package, the carrier can help you locate it in most cases. Sometimes packages are left in a secure location or with a neighbor. If the carrier's attempt fails you can then contact us for further assistance.
- Incorrect Address Updates – If you entered the wrong shipping address and the package has already shipped, the carrier may be able to redirect it or hold it at a local facility for pickup.
- Failed Delivery – For any delivery failure, the carrier needs to be contacted as soon as possible. In most cases the carrier will have a "hold" period for the item within which they will await re-delivery instructions.
To contact the carrier, use the tracking number from your shipping confirmation email and visit their website or call their customer service for assistance.
When to Contact the Seller (BB Company)
While carriers handle the shipping process, there are still some situations where you should contact us directly:
- Order Issues Before Shipment – If you need to cancel or modify an order before it ships, we’re here to help.
- Wrong Item Received – If you received the wrong product or something is missing from your order, let us know so we can make it right.
- Defective or Incorrect Products – If your item is damaged inside the package or not as described, we’ll assist with replacements or returns.
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Refunds & Returns – If your parcel has been returned to us due to a failed delivery attempt, let us know and we can assist. We generally do not accept returns, giving you confidence in the quality of the products you receive. More information can be found in our Refunds and Cancellation Policy.
Need Help? We’re Here for You!
If your issue is related to shipping, the fastest way to get answers is by reaching out to the carrier. But if there’s a problem with your order itself, we’re always happy to assist!
For other questions about your order, you can contact us by clicking here.
We appreciate your business and are here to ensure you have a great shopping experience!