My Order Is Missing an Item — What Should I Do?Updated a day ago
Before Contacting Support
If an item appears to be missing, the first step is to verify whether your order shipped in more than one package. Multi-package orders may arrive separately depending on the carrier’s routing and delivery schedule.
To check for additional packages:
- Review the shipping confirmation email for multiple tracking numbers
- On UPS or FedEx tracking pages, look for “Packages in Shipment” or “Show All Packages”
- If one package has delivered, others may arrive later the same day or on the next business day
Here is an example of how UPS displays multi-package tracking details:
If All Packages Have Been Delivered
If tracking confirms that all packages in your shipment have been delivered and an item is still missing, please contact our support team right away.
You can reach us at:
[email protected]
Important: Missing item claims must be submitted within three business days of delivery. Claims made after this window may not be eligible for replacement.
Required Information
When contacting support, please include the following:
- Your order number
- The email address used at checkout
- A list of the item(s) you believe are missing
What Happens Next
Once we receive your information, our team will:
- Verify the shipped quantities and package contents
- Review carrier scan data for all packages
- Confirm whether the item shipped separately or was omitted in error
If an item was not included due to our error:
We will ship the missing item immediately at no additional cost.
We will ship the missing item immediately at no additional cost.
Need Assistance?
If you believe an item is missing from your order or have questions about multi-package shipments, please contact us at [email protected].