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Lost or Damaged Packages

Lost Packages


If you have not received your package(s) within the estimated delivery time allowed of 5-7 business days and feel that your package(s) may be lost, please contact our Customer Service Department at 314-472-8196.

Tracking information is sent via email at the time that packages are shipped. If you have registered an account with Botanic Glow.com then tracking information may also be found by clicking on My Account, then the 'Customer Orders' tab. If while tracking your package(s) you find that your item(s) has/have been delivered, we recommend that you check with:

  • Family Members
  • Neighbors
  • Leasing Office
  • Friends

In some cases, packages are occasionally left with a building manager, or placed somewhere safe such as your porch, garage, or sometimes behind bushes. If we conclude that your delivery date is outside of our estimated time of arrival, we will begin a trace with the shipping carrier in an attempt to locate your package(s). Please allow 5-7 business days for the carrier to perform a trace. If the package(s) can not be found, we will either send a replacement, or issue a refund. As soon as the trace is complete, we will send you a notification via email.



Damaged Packages


In rare cases some of our customers may receive damaged packages. Please DO NOT return damaged packages to Botanic Glow.com because the carrier is responsible for any damage caused by shipping. Please contact us at 314-472-8196 within 3 days of receiving a damaged package(s). We will contact the carrier and file a damage claim immediately. We will arrange for the carrier to collect the damaged package(s). Please leave the items in the original condition in which they were delivered to you. You will need to save all boxes and packing materials for inspection by the freight carrier. We will ship the replacement items to you immediately after the claim has been completed with the carrier. The claim process can take 5-7 business days to resolve. We try to our best to make this unforeseen circumstance as simple as possible.