The first thing you should do is check the delivery status of the order to see if it has arrived.

If they can locate the package, they can follow our RMA process to return it. You should cancel their subscription.

If the item was delivered:

Talk Track: I checked the tracking number for your order with USPS/UPS and it is showing that the package was delivered successfully to your address on . Perhaps it was picked up by another member of the household or a neighbor - I suggest asking around. If you can locate the package, we do have a 30 day return policy. To avoid any charges, we really do need to have the merchandise returned to us.

If the item has not been delivered:

Talk Track: Your order is already in transit and it is too late to cancel the shipment. Don't worry, We do have a 30 day return policy and will be happy to issue you a refund upon return of the merchandise.

If the item was delivered:

Encourage the customer to check with family members and neighbors to see if they have the package. If not, we can reship as a one time courtesy.

If the item has not been delivered:

We can reship as a one time courtesy.