So, you opened the package... and something’s not right. There’s a gap where that item should be. Let me start by saying we hear you, and we’re on it.
Step 1 - Tell Us What's Missing
We’re humans, and sometimes humans make mistakes. But we always make them right. If an item from your order didn’t show up, here’s what we need to get started:
Your order number or associated email address
The name of the missing item(s)
And if you’re feeling extra helpful: a photo of what arrived, including the box and packing slip
That info helps us act fast.
You can send it by emailing us directly through the "Contact Us" Form on our website or our email, [email protected]. However you choose to reach out, we’ll be there.
Before you hit send, let us know how you'd like us to handle it:
Would you prefer a replacement shipped at no charge?
Or would a refund be a better fit for you?
We’ll follow your lead, and either way, you won’t be left empty-handed.
Step 2 - We Get To Work
Once your message reaches us, we take action right away:
Requested a refund? You’ll be refunded immediately, and a confirmation email will be sent your way.
Requested a reshipment? We’ll coordinate with our warehouse team and get your reshipment item in the mail to the address on your original order.
Step 3 - You Will Hear From Us Again
After your reshipment is confirmed, you’re welcome to follow up in 2–3 business days to request a tracking number. By then, it’ll be ready and waiting.
If you opted for a refund, there’s nothing more to do, your case is closed and resolved.