Lucyd Help

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.

Tracking shows “delivered” but you don’t have it

This usually means the carrier marked the delivery early. Please:

  1. Wait 3 additional business days. Most “missing” deliveries show up within 72 hours.
  2. Check with neighbors in case it was misdelivered.
  3. Check around your building — porch, side door, garage, mail room.
  4. 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:

  1. Check your spam / promotions folder. This is the #1 cause.
  2. Stock orders ship in 1-2 business days. Custom / Rx orders can take up to 10 business days at our lab.
  3. 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):

  1. Photograph it before opening if possible.
  2. Open carefully and check the contents.
  3. 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

Last reviewed: 2026-05-26 Owner: alex