Common shipping issues

1) Your package is stuck

  • Please provide your tracking number so that we can open a request with the shipping carrier.
  • If your package couldn't be delivered, a new product will be shipped to you.

2) Your package is in a pickup point

  • Please provide your tracking number so that we can open a request with the shipping carrier.
  • We will send you the address of the pickup point as soon as we receive it from the carrier.
  • If your package has been shipped with a standard tracked shipping method, you can also enter your tracking number on your local services page for more details.

3) Your address changes while your package is in transit

  • Please provide your tracking number so that we can send it to the shipping carrier.
  • Unfortunately, we can't guarantee the change will be effective, as this is entirely in the hands of the shipping carrier.

4) Your package has been returned

  • Please provide your tracking number.
  • As soon as we receive confirmation that your package is on its way back, we will ship you a new device or offer you a refund.

5) Your package has been delivered to the wrong address

  • Please provide your tracking number, a statement and a copy of your ID, and we will open a request to our shipping carrier.
  • The shipping carrier will use your ID to compare your signature to their proof of delivery.

Please contact our support team here so we can assist you.

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