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Answer:
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Sometimes mail gets lost--period! It happens. Most of the time we find the problem was "user error" -- your error or ours. Either way, we do our best to work with our customers to make sure you get the CD's or other merchandise you paid for.
Assuming we haven't called or emailed you about a problem with your order (declined or invalid credit card, out-of-stock item, etc.), you should contact us at customer_service@lionofzion.com if your order hasn't shown up within 2 weeks of receiving the confirmation email from us that the order was shipped.
When you contact us, be sure to give us your full name, address, and any other information you think might be helpful to us in looking up and tracking down the problem. Many times, honestly, it's the customer's fault. They moved and didn't give us the correct address or gave us a box number they don't check often, or failed to include a floor or apartment number, or...... Sometimes it's our fault and sometimes the postal service just messes it up.
In any case, we'll try to track down the problem. If we can't figure it out between us after 30 days, we'll try to replace your order with another shipment. We give it 30 days because it often takes that long (or longer) for undeliverable mail to come back to us or for a temporarily lost package to find its way to you. Re-shipping is a last resort for us, since it's expensive and we lose money, but we greatly value our customers and always take care of them. Just check the Fanmail section of the site if you want some good examples.
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