If your package hasn't arrived, is showing delivered but isn't at your address, or arrived with visible damage, here's what to do.
Package shows "Delivered" but you haven't received it
- Wait 24 hours — carriers sometimes mark packages delivered up to a day early.
- Check with neighbours and any other occupants at your address.
- Check around your door, porch, mailbox, or any spot a carrier might leave a parcel.
- If still not found after 24 hours, contact support@subtle.co with your order number and tracking number.
Package arrived damaged
- Do not discard the packaging — photos of the box and damage are required for a carrier claim.
- Photograph: the outer box, all visible damage, the shipping label, and the product inside.
- Contact support@subtle.co with your order number and the photos.
What we'll do
Once we verify the issue, we'll work with you on a replacement or refund as appropriate. Note that per Subtle's Terms, risk of loss transfers to you once the carrier accepts the package — but we'll do our best to make things right.
Include in your message
- Order number
- Tracking number
- Delivery address city/state (no need to include full address in email)
- Photos of damaged packaging and product (for damage claims)