What if my package gets lostUpdated 10 months ago
At La Canadienne, we strive to ensure every order is shipped correctly. If your tracking information shows your package as lost, please contact us immediately so we can arrange a replacement or a refund.
Undeliverable packages will be returned to our warehouse, and a customer service agent will contact you with the next steps. A refund is only possible after the item has been received by our warehouse team.
If your order is marked as delivered but you can't find it, please note that carriers sometimes update the status prematurely. It is, also, common for a neighbor, household member, or building concierge to receive the parcel on your behalf. We kindly ask you to double-check with them before escalating your claim.
If 5 days has passed, we encourage you to open a claim with UPS and send the case number to our customer service. Our customer service team will then open an investigation from their end as well. If your order was shipped by Canada Post, then after 5 days please let us know so our customer service team can open a claim on your behalf.
Please be aware that the carrier may contact you to confirm some information, so your cooperation is essential.
If the tracking number shows a photo of the delivered package, La Canadienne will not be held responsible for stolen packages due to porch piracy. If you dispute any charges, future transactions on our website may be flagged automatically.