It is the responsibility of the customer to track their package with the tracking number provided by Hex at the time of shipment, to ensure proper arrangements are made to receive the package on the FedEx estimated day/time. Hex cannot be held responsible or reship packages that were lost or stolen after they have left our warehouse.
When a package is lost or stolen, please confirm the status with FedEx at 1-800-463-3339 and have your tracking number handy. Ask to track a package and give them your tracking number. Once it says a result press "0" and this will transfer you to a live agent. Ask to file a trace case and provide that trace case number to Hex customer service. If the package is lost, please contact customer service at 1-833-886-9757. We will assist you in looking at options once a trace case has been created.