If tracking shows that your package was lost in transit

If the carrier's tracking information confirms that your package was lost in transit, lost by the shipping carrier, or lost before leaving the originating postal facility, please contact us.

Once the loss is confirmed through the available carrier or tracking information, we will arrange a replacement order for you at no additional cost.

Our goal is simple. If a carrier has confirmed that your order was lost before reaching you, we want to help make the situation right as quickly and smoothly as reasonably possible.

If tracking says delivered but you cannot find the package

Sometimes a carrier's tracking system may show a package as delivered even though the actual delivery and tracking update do not perfectly match.

During that time, we recommend checking:

• Your mailbox
• Your front entrance, porch, garage, or other usual delivery location
• Any parcel locker or building mailroom
• Other members of your household
• A building manager, front desk, reception area, or mailroom, if applicable
• Nearby areas where the carrier may have placed the package for safekeeping

In many situations, a package that initially appears to be missing is located shortly afterward or arrives within the following day or two.

If you still cannot find your package

If approximately 24 to 48 hours have passed after the package was marked delivered and you still cannot locate it, please contact us.

Let us know your order number and what you are seeing in the tracking information.

We will review the available shipping information and the circumstances surrounding the delivery. When appropriate, we may also ask for additional information or suggest contacting the carrier so that we can better understand what happened.

Every situation can be a little different, but our intention is always to be responsive, reasonable, and helpful.

We want our customers to feel comfortable contacting us when something genuinely appears to have gone wrong.

We value our long term customers

Many Longevity Premier customers have been ordering from us for years, and we deeply appreciate that continued trust.

An established order history can sometimes give us helpful context when an unusual shipping situation occurs. When we already know a customer's ordering and delivery history, it may allow us to understand the circumstances more quickly and determine a practical way to help.

New customers are important to us as well. Every missing package inquiry is reviewed carefully based on the individual circumstances, available tracking information, carrier information, and order history when applicable.

Our goal is to treat each situation thoughtfully and fairly.

What information should I send?

When contacting us about a missing order, please provide:

• Your order number
• Your name
• Your shipping address
• The tracking number, if available
• A brief description of what the tracking information shows
• Any relevant information you have received from the carrier

The more information we have, the easier it is for us to understand the situation and determine the most appropriate next step.

We are here to help

We carefully prepare and ship orders because we want every customer to receive what they ordered without difficulty.

Fortunately, lost packages are very rare. But even a rare problem matters when it is your order.

If something does not look right with your shipment, please let us know. We will review the information, do our best to understand what happened, and work with you toward an appropriate solution.