Your order may arrive in multiple shipments at no additional cost to you. This allows for faster delivery of your order and some items ship direct from the manufacturer, such as organic mattresses.
In the rare circumstance that your shipment arrives damaged, please report this damage to us within 7 days of receipt.
If you added Guide Shipping Protection to your order and now are experiencing issues, please go to http://www.guidepro.io to file a claim. Once submitted a Guide representative will begin processing your claim and follow up with you via email. You may be asked to send photographs of the box, packaging and items and to keep these items for a claim investigation by the carrier. A replacement order will be shipped to you accordingly.
When your order ships, we will email the tracking information for your package. You may also log into your account to see your order history and tracking information or simply chat with us now (bottom right of screen) to get up to date tracking information. Our customer service agents sees the same tracking information as you. In some cases, international orders can take up to 6 weeks to clear customs. Most likely, your order is still in transit from one country to the next. Once it arrives at the next port, airport or destination, the package will be scanned and the tracking information will automatically update. If it has been over 7 weeks, please let us know and we can try to ship your order again.
In our continued effort to minimize waste and lessen our impact on the environment, please note that your order may arrive in a slightly used shipping box.