IWI US, Inc. is not responsible for shipping carrier errors or delays. Orders are packed and shipped by hand and even though the greatest care is taken to ensure your order is packed correctly mistakes may happen. If your order is incorrect, damaged or not delivered please contact Customer Service at sales@iwi.us within 15 days of receipt of your order and we will do our best to correct the issue. If your order is lost or stolen please contact Customer Service at sales@iwi.us as soon as possible. If your package is lost we will file a lost package report with either USPS or UPS. It may take 2-4 weeks for a package to be found and delivered. If your package is not found we will issue a re-ship or refund, at our discretion. If your package is listed as delivered and is not found it will be determined it was stolen you may be requested to file a police report with a copy to us. A refund or re-ship (with a signature) will be issued. If a package is stolen your account and address my be blocked for future shipments. If an account is deemed fraudulent the account and address will be locked for future shipments. We apologize for any inconvenience this may cause.