Missing Package(s) or Item(s)

If you’ve waited 24 hours and you’re missing a package that's marked delivered, or an item wasn’t included in your package—we're here to help. Submit a claim for our team to look into your eligible missing package(s) or item(s).   

• First double check the items you purchased were through your account or confirmation email  

• Once you’ve waited 24 hours after your package was marked ‘Delivered”, click “Submit a Claim” (Note: Some orders aren’t eligible for claim submission through our self-serve portal)  

• Enter your email address and order ID 

• Select what’s missing, either “Entire package” or “Item(s) from order”  

• Follow the prompts to complete your claim  

• Our team will review your claim and follow up with any updates by email within 2 to 3 business days 

• If your claim is approved, you’ll be asked to contact us by email, Live Chat or phone for next steps 

If your order contains one of the following, you won’t be able to submit a claim, and you’ll need to contact us for support instead:  

• A billing or shipping address outside the US or Canada 

• Orders still processing or have been shipped but not yet delivered 

• Orders shipped or delivered more than 30 days ago 

• Buy Online, Pick Up in Store orders, or orders shipped to a store location 

• Like New purchases 

• Purchases made on Facebook/Instagram—visit our Instagram and/or Facebook Purchases help page for support 

• If you need support submitting a claim, would like more information on a claim, or meet one of the restrictions above, please contact us.