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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 missing package(s) or item(s). 

Be sure to double check the items you purchased through your account or confirmation email before submitting a claim.

How it works

  • After waiting 24 hours, click “submit a claim” to visit the missing package(s) or item(s) portal 

  • Enter your email address and order number  

  • Select “Missing Package(s)” if a package is missing, or “Missing Item(s)” if you’re missing an item in the package you received 

  • Follow the prompts to complete your claim  

  • Our team will review your submission in 2-3 business days 

  • You’ll receive an email sharing whether your claim has been approved, denied or cancelled 

  • If approved, you’ll be asked to contact us to receive your refund or replacement product 

Ineligible to submit

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.