Missing Items

If an item from your order is missing, don’t worry—there are a few possible reasons and easy steps you can take to resolve the issue.

Multiple Item Orders

Some orders are shipped from different warehouses, which means items may arrive in separate packages—even if they were ordered together.

• Your order may be split into multiple shipments.
• Each package will have its own tracking number.
• Visit My Orders in your account to check if your order was divided into multiple deliveries.

If all packages have arrived and an item is still missing, please contact our customer care team through the Contact Us page.

Delivery Confirmation Photos

If your entire order appears to be missing, check your delivery confirmation email. If a delivery photo was included, verify if the location in the photo is your address.

• Do you recognize the doorway or surroundings in the photo?
• If not, check that the delivery address on your order is accurate.
• You can also verify your location pin in Google Maps to make sure it reflects the correct rooftop or entrance.

If you still can’t locate the package, please contact us for further assistance.

Out-of-Stock or Substituted Items

In some cases, items may be out of stock or substituted at the time of shipment. Check your confirmation email or receipt to see if:

• An item was marked out of stock and removed from your order.
• A substitute item was provided.

If you were charged for a missing item but didn’t receive it, please reach out to our support team.

For any issues with missing items, please contact our team through the Contact Us page. We’re here to help.