Why haven't I received my order?
You can track your order via the information given on the shipping confirmation email (tracking/waybill) and on the accounts page on our website.
Alternatively, there may be an address query that requires the courier to contact you. To help make delivery as smooth as possible please ensure you include correct details for both your contact number and email when processing an order through our store.
Before contacting our customer service team, we always recommend you check for a card or with your neighbours in case they have signed for your delivery.
If you have checked these options and still can not locate your parcel, please email our customer care team at customercare@ratandboa.com. We will open an investigation with our courier. Please note you will need to do this within 30 days of your delivery date.
The investigations can take up to 28 days. In this time the courier will try to locate the parcel.
Any parcels that have had a signature release given, we sadly can not be held responsible for. We would like to kindly advise that we have to allow our courier time to conclude their investigation before we can proceed on to the next steps.
If delivery has been completed with our courier correctly, then sadly any parcels that are lost or stolen can not be covered by us.
