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My tracking information shows my package was delivered, but I haven't received it. What should I do?Updated 3 months ago

We're very sorry to hear that you haven't received your package. When the tracking information indicates that the package was delivered, this means it was delivered to the shipping address provided to us. 

In some rare cases, your order may be delivered to a local post office for pick-up, especially if you weren't home at the time of delivery and there was no secure location for your package to have been left. Below is our recommendation when this happens: 

  1. Wait 24-48 hours. On rare occasions, the carrier may "mark" the package has been delivered earlier than it actually has so please wait 24-48 hours after the package has been marked delivered before contacting the carrier to report issue.

  2. Double-check your shipping address.

    • Using this link, login with the email address that you used at checkout. Please double-check the shipping address you checked out is correct. Make sure that the home number and unit number (if applicable) are correct. 
    • Please note, that in the instance that an incorrect shipping address was provided to us, Encelia Hair cannot be held accountable for packages that were delivered to the wrong address. You are responsible for ensuring that all information provided to us at check-out is correct. If you believe your package was delivered to an incorrect address, please try to get in touch with the residents of that address to see if they can accept the package on your behalf.
  3. Check with neighbors or other household members
    • When a package is delivered, most carriers will simply deliver it to the address provided on the shipping label, and not necessarily to the recipient listed. Therefore, please check with your household members as there is a chance someone else may have accepted the package on your behalf. 
  4. Keep an eye on the tracking
    • Keep an eye on the tracking information provided to see if it updates to show the package is being returned to the sender. If this is the case, please email us at [email protected] with your order number and we'll be happy to arrange for your order to be reshipped to your address.
  5. Double check your mailbox and any safe drop area around the parameters of your home or apartment
    • In most cases, the carrier will specify on your tracking link where the package was delivered to (a mailbox, the front door, etc). We still recommend, however, checking with your concierge, security or front desk). Have them check all possible areas as to where it could have been delivered to in order to rule out the other options. 
    • Please check your mailbox and any safe drop areas around the parameters of your home.
      • What does safe drop mean? Safe drop refers to any locations around your household premises where your package may be deemed better hidden from passersby by the individual delivering your package. Please check around your porch, near your garage, and backyard entrance to see if the package is there. 
  6. For businesses - check with the security guard, mailroom, and front desk.
    • If your shipping address is to a business, there's a very good chance it was delivered to somewhere and/or someone else, especially if it is a large building with multiple different businesses. Please check with your mailroom, front desk, and security guard to see if anyone has accepted the package for you. 
  7. Contact you local post office
    • There's a chance that your package may have been held at one of your local post offices instead, despite the tracking showing as being 'Delivered'. We recommend contacting your local post offices of the carrier that we used to ship your package to if see if they holding your package. Be sure you're contacting the number of that exact post office and not the general support line of the carrier. 
If you have done all of the above and still do not have your package, please email us at [email protected] with your order number and we'll be happy to help you further. 
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