We're sorry if an item is missing from your order. Before contacting support, please check a few things firstâyour order may have been split into multiple shipments.
đŠ Orders with multiple items may be shipped separately from different warehouses. Check your email for multiple tracking numbers before reporting a missing item.
Check These First
Look in your email inbox for separate shipping confirmations. Each package will have its own tracking number.
If you have multiple tracking numbers, make sure each package shows as "Delivered" before assuming an item is missing.
Small items like accessories or jewelry may be tucked in corners, wrapped in tissue, or in side pockets of the packaging.
Confirm that the missing item was actually included in your original order and not removed due to being out of stock.
Still Missing? Here's What to Do
If you've checked all the above and the item is still missing, please contact us with:
- Your order number
- The name/description of the missing item
- Photos of what you received (including packing slip if available)
- All tracking numbers associated with your order
â° Please report missing items within 14 days of delivery. This helps us investigate with our shipping partners while records are still accessible.
How We Resolve Missing Items
Once we confirm an item is missing from your order, we will:
- Ship the missing item: If in stock, we'll send it to you at no additional cost with expedited shipping when possible.
- Issue a refund: If the item is out of stock, we'll refund the full amount for that item to your original payment method.
- Offer store credit: If you prefer, we can issue store credit for the missing item's value plus a small bonus for the inconvenience.
Understanding Split Shipments
Your order may be split into multiple packages when:
- Items are stored in different warehouse locations
- Some items are ready to ship before others
- Package size or weight limits require separation
- Pre-order items ship separately from in-stock items
Each shipment will have its own tracking number, and you'll receive separate email notifications for each.
Resolution Timeline
- Initial response: Within 24-48 hours
- Investigation: 1-3 business days to verify with our warehouse
- Replacement shipping: 2-3 business days after confirmation
- Refund processing: 5-10 business days if applicable