If your order is missing, we're sorry to hear that — let's get it sorted. Please follow these steps:
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Check your tracking to confirm your order isn't still in transit. The tracking link in your shipping confirmation email shows the latest carrier update. Also verify the order was shipped to the correct address.
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Check around your property and with neighbors. Couriers sometimes leave parcels in less obvious spots — porches, side gates, mailrooms — or with a neighbor who accepted on your behalf. We recommend waiting 1–2 business days in case the carrier redelivers.
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File a claim with the carrier. If tracking shows delivered but you still can't find your order, contact your local post office or the carrier shown in your tracking info to file a missing-package claim.
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Email us with the carrier's reply. Once you've completed steps 1–3, email support@pipitea.com with your order number and the carrier's response. This lets us skip those checks and move straight to a resolution.
In most cases, we'll send a replacement quickly. If you'd prefer a refund instead, we'll need the carrier claim results first before we can process it.
If your tracking hasn't updated in 25 days, the order is considered lost in transit. Email support@pipitea.com with your order number and we'll arrange a replacement — no carrier claim needed.
Still need help? Email support@pipitea.com.