Missing or late shipment
What to do if your Lucyd order hasn't arrived yet.
If your Lucyd order is taking longer than expected to arrive, here’s what to do.
Pre-order and new-launch items aren’t covered by the timelines on this page. Your order confirmation email has your order details; email info@lucyd.co with questions.
Tracking shows “delivered” but you don’t have it
This usually means the carrier marked the delivery early. Please:
- Wait 3 additional business days. Most “missing” deliveries show up within 72 hours.
- Check with neighbors in case it was misdelivered.
- Check around your building: porch, side door, garage, mail room.
- Look at the tracking page for any photo proof of delivery from the carrier (some now provide this).
If it’s still missing after 3 business days, contact us and we’ll investigate with the carrier.
Tracking shows “in transit” but it’s been a while
Carrier delays can happen, especially with USPS. We use a 21-day rule:
- Within 21 days of shipment, tracking hasn’t moved: Most likely a delay, not a loss. Hang tight a few more days.
- More than 21 days from shipment, still not delivered: Contact us. We’ll investigate. If the package is lost, we’ll prepare a replacement at no charge to you.
For international orders especially, transit times can be 2-4 weeks.
You never received tracking
Tracking emails come from info@lucyd.co or the carrier (UPS, USPS, FedEx). Common reasons you don’t see one:
- Check your spam / promotions folder. This is the #1 cause.
- Stock orders ship in 1-2 business days. Custom / Rx orders can take up to 10 business days at our lab.
- Brand-new orders placed in the last few hours haven’t been packed yet.
If your order is more than 3 business days old (stock) or 10 business days old (custom) and you’ve checked spam, contact us.
Shipment was returned to sender
If a shipment is returned to us (usually due to a wrong address or refused delivery), we’ll reach out to you. Depending on the reason, we may need to charge for a re-ship:
- Carrier issue (their error): we re-ship at no charge.
- Customer-entered wrong address: see Wrong address. We don’t re-ship at no cost in this case.
Damaged in transit
If your package arrives visibly damaged (crushed box, broken seals):
- Photograph it before opening if possible.
- Open carefully and check the contents.
- Contact us with the photos. If the product itself is damaged, we’ll replace it under warranty.
Quick links: Shipping timelines · Wrong address · Warranty · Contact support