I have not received my order; now what?

If you have not received your order, please refer to the Shipping Confirmation email we sent you when your order was placed to see the tracking information; it was sent to you from fetch@tobyandcoty.com, and includes the link to track your order. If you can't find your Shipping Confirmation email, please check your spam / junk folder(s).

If tracking shows that the order was delivered but you did not receive it, you will need to file a claim with the ground carrier for a lost or stolen package. We will not be able to issue you a replacement or refund, unless you have purchased Shipping Insurance.

If tracking shows no movement, or if you need additional assistance, please email us at fetch@tobyandcoty.com with your:

  • First and Last Name
  • Email Address you used while placing your order
  • Shipping Address provided when you ordered
  • Phone Number
  • Order Number (if you have it)
  • Use the Subject Line: Order Not Received