If your kit hasn't arrived, start by checking your tracking status — your kit may still be on the way. If it's confirmed lost in transit, contact our support team and we'll send a free replacement kit on the same order.
Step 1: Check your tracking status
Open your "Kit Shipped" email or text message and click the tracking link.
If the status shows in transit or out for delivery, your kit is still on the way. Allow the expected delivery window to pass before contacting us.
If the status shows delivered, move to Step 2.
If the tracking hasn't updated in several days or the package is marked lost, skip to Step 3.
Step 2: Search common delivery locations
Carriers frequently leave packages in spots that aren't immediately visible. Before contacting support, check:
With other household members or neighbors
Side doors, back porches, garages, and covered entryways
Your building's mailroom, package room, or parcel locker
If you find your kit, you're all set. If it's not in any of these locations, move to Step 3.
Step 3: Contact our support team
Contact our support team through chat and provide:
Your full name
Your delivery address
Your tracking number (from your "Kit Shipped" notification), if you have it
We'll investigate with the carrier. If your kit was lost in transit, we'll place a replacement on your same order. You'll receive a confirmation email followed by new tracking information when the replacement kit ships.
There is no cost for a replacement collection kit when a kit is lost in transit. The replacement is free.
Need more help?
Contact our support team through chat and we'll get a new kit moving to you right away.