Hi Erin, we completely understand your disappointment. To clarify, you can update your address anytime before a tracking number is issued, and once it’s shipped and out of our hands, you can sometimes reach out to the carrier directly to request a reroute. If the package comes back to us as undeliverable, we’re happy to refund or reship it (minus a $30 reprocessing fee). This is all outlined in our shipping policy.
Unfortunately, by the time you reached out, the order had already been delivered to the address provided at checkout. Once that happens, there’s no way for us or the carrier to change the label or retrieve the package. We can’t reship an item free of charge in these cases, as replacing a parcel that was successfully delivered isn’t covered by shipping insurance and would expose us to fraud and loss. As an alternative, we suggested you reach out to the current occupants of that address to see if they can forward it to you.
We hope you understand, and we truly appreciate your honest feedback.
