If the items in your shipment don't match your order, or something's missing, here's how to report it. What to do depends on when you notice.
Handling Missing Quantities or Wrong Contents at Our Warehouse
The easiest time to catch a problem is while your package is still at our warehouse:
- Request photos of your package's contents so you can confirm the retailer sent the right items and quantities before you pay to ship. See How to Request Photos of an Incoming Package.
- Review the items and quantities recorded for each package in your Package Inbox.
If something isn't right, contact our Customer Experience team — they'll work with our warehouse staff to check the contents and resolve it. Catching a discrepancy at this stage is much easier than after your package has shipped.
How to Report Missing or Incorrect Items After Delivery
If your shipment has been delivered and items are missing or don't match your order, contact us as soon as possible:
- If an item was lost in transit — that is, it was recorded at our warehouse but wasn't in your delivered shipment — this is handled as a claim. Report a missing item within 7 days of delivery. See How to Make a Claim.
- If the retailer sent the wrong or incomplete order, contact us and we'll help you work out how to resolve it with the retailer.
If you have further questions, please contact our Customer Experience team.