What do I do if a product or part of a product is missing from my order?

We’re sorry to hear something may be missing from your order!  Before reaching out, please follow the steps below—many of our products are large or bulky and often ship in multiple boxes, which may arrive at different times. 

If you are missing parts of (or an entire product) from your order, here are some things to check!

1. Check your order status page 

Often our shipments can arrive in multiple packages across different days.  Your order status page is a great place to see how many packages are included in your shipment and the tracking information for each.  You can find your order status page by logging into your account HERE.

Your order status page will also let you know if there are components of your order still awaiting shipment.  Sometimes there are delays because products are made to order, or your item is shipping directly from a manufacturer who simply hasn't sent the package yet.

Here is an example of what multiple orders will look like on your order status page:

2. Track your package directly on the carrier's website (usually UPS).

Sometimes shipments will come as a group, and although there's one main tracking number, there are actually several other boxes included in the shipment.  By tracking your order directly on the carrier website you can see if your tracking number is actually part of a multi-box shipment.  The image below will show you how that looks.

3. Wait 24-48 hours

This is especially true if you've only received your first shipment so far!  The vast majority of the time if you've received your first shipment and everything isn't there, the rest is on the way!   Refer back to steps 1 and 2 above!

4. Still missing something?  Contact us!

Please fill out our contact form HERE and our team will reach out as soon as possible!

Please report the issue to our team through our return portal for further assistance HERE.

We’ll work to make things right as quickly as possible!