An item is missing from my order
We are sorry to hear that your order arrived incomplete. Please check the following before filing a claim.
Was the order shipped in multiple packages?
Not all items are always in stock. When part of your order is backordered, the available items ship first and the rest follows in a separate shipment. Log in to your Dashboard, open the order and check its shipments to see which items each package contains.
Did the whole package go missing?
If the entire package never arrived, follow the steps in My order was not delivered instead.
Report a missing item
If an item that should have been in the package was not in it, file a claim through our Partner Dashboard:
- Go to the Orders tab and search for the order.
- Click on Report problem and select "Something else".
- Find the missing item in the list, select "+Issue" and choose the category "Item missing".
- Photos are optional for this category. If you have anything that helps us understand the situation, such as a photo of the package contents you did receive, feel free to attach it.
- File the claim. We will handle it within 4 working hours.
You will receive an email with feedback regarding your claim once it has been handled, and you can view all claims and their resolutions under the Support tab.
If you have other questions, do not hesitate to contact our support team.