Lost PackagesUpdated a year ago

For packages that show delivered, please first check in with other members of household or if possible neighbors/apartment manager to see if they may have signed for it or held it aside for safekeeping. If product still is reported missing please contact Customer Service at 866-550-7423 or [email protected], providing them with your order number to assist in filing a claim if able.

For all lost packages City Grounds is responsible for first filing a Retrace Investigation with the shipping providers within a 14 day window after delivery date. The retrace investigation vary depending on carrier, however they may require up to 10 business days for a result to be reached. Once completed, City Grounds will then review the case and provide you with the next steps in possibly rectifying the situation. Each case is different and is dependent on information retrieved by yourself and carrier during the investigation. We are unable to expedite this process nor can we ship out a replacement without reaching a resolution.

Please note that we cannot refund your purchase for lost or "Porch Pirated" packages if signature is not required.