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Missing or Incomplete Orders

Missing Packages

Missing items are often found within three days of expected delivery. If your order status is showing as delivered but you haven’t received your package yet, follow these steps:

1) Confirm your shipping address. Current shipping addresses are listed under “Deliver To:” on the My Orders page.

2) Check your mailbox or anywhere else you receive mail. Carriers deliver differently, especially if the package is small enough to fit inside your mailbox.

3) Check outside or around other entrances of your home. To protect the package from weather or theft, the driver might’ve left it in another safe place. This could be the front porch, bushes, garage area, side door, back porch, or under a grill.

4) Check with others at your address or with neighbors. They might have accepted the package for you or might be temporarily holding it to protect it from weather or theft.

5) Check for a notice of attempted delivery. This notice will have more information and the next steps you should take to receive your package.

6) Give it a little more time. Some carriers will scan items as delivered prior to arrival. We suggest waiting three days to account for this. Thank you for your patience!

If it has already been three days and your package is still missing, you can:

Contact the Carrier

  • Use your tracking number to start a claim with the carrier (FedEx, UPS, etc.).
  • To contact FedEx, call 1-800-463-3339.
  • For UPS, submit a claim or call 1-866-742-5877.

Contact Us

  • We will provide any additional assistance to make sure your package reaches you safely!

Incomplete Orders

Some items are shipped in multiple boxes. Depending on the item, different boxes might arrive at different times. Follow these steps to see if your order requires multiple boxes:

1) Navigate to My Orders

2) Select “Track Your Package”

3) Look to see if there is a number detailing “Packages in Shipment”

If your order does have multiple packages in the shipment, each separate package has its own tracking number on the “Track Your Package” page. Be sure to check the status of each package individually as they might arrive separately.

If your order does not have multiple packages or if you have received all packages, but you are still missing an item or part, we are happy to help! Simply choose “Replace Item or Parts” on the My Orders page and let us know what you’re missing.

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