How Can We Help?

What if an order gets lost in the mail?

For packages lost in transit, all claims must be submitted no later than 7 days after the estimated delivery date.

  • Before getting in touch with us, please help us out by doing the following:
    1. Check your shipping confirmation e-mail for any mistakes in the delivery address.
    2. Ask your local post office and/or concierge if they have your package.
    3. Stop by your neighbors and/or roommates in case the shipping carrier has left the package with them.
  • If the shipping address you have provided was correct and the package was not left at any of the places above, please get in touch with us at customerexperience@simble.ca with your order number.
  • If you did find a mistake in your delivery address and the address was considered insufficient by the courier, the package will be returned to our facility. Once this is confirmed, you will eligible for a replacement order, but shipping will be at your own cost. After checking with the above, please get in touch with us at customerexperience@simble.ca and we will gladly see what we can do.

IMPORTANT: Please note if the tracking information states the order was successfully delivered to the shipping address you have provided, we cannot take responsibility and re-ship that particular order. In that case, the request for replacement cannot be accepted.

For more details, please check out our Return Policy.

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