Incorrect/Missing Items Policy

We strive to fulfill orders as quickly as possible with 100% accuracy, but we are only human and occasionally make mistakes. (Of the thousands of orders we process each month we typically maintain a 99.8% accuracy rate.) If we have sent you the wrong product or you are missing a product or products from your order, please remove all items from the packaging, spread them out so all items are visible, include the packing slip that arrived in the box (particularly the bottom portion of the packing slip which contains the initials of the individuals who picked and packed your order) and take a picture. Send us the picture in an email along with details of what exactly is missing or incorrect.

The picture of the items in your order and the packing slip is essential to this process for three reasons. First, most of the time when we are contacted by a customer who believes an item is missing, the product was actually included and the “missing” product is simply stuck to another product or otherwise hidden in the packing material or inside the box. When everything is removed from the packaging and fanned out for the picture the “missing” item is discovered. Second, if you received the incorrect items, it helps us determine what items you did indeed receive which allows us to decide the appropriate course of action to remedy the situation. Finally, knowing the details of what went wrong with your order and the individuals responsible helps us improve our picking and packing process to prevent it from happening to subsequent orders/customers. (Our pickers and packers take great pride in their work and like to know what they did wrong to better themselves for the future.) Once we have the above information, our customer service team will contact you with the next steps to remedy the situation. This may or may not include sending you a RSL (at our expense) to return any wrong items received, shipping you the correct or missing items or crediting/refunding you for missing/wrong items. Our customer service team will work with you to determine the exact steps to correct the issue based on the individual circumstances of the situation.

We ask that you open and inspect all packages as soon as possible in order to verify your complete order's condition and accuracy, and to notify us as soon as you discover an issue. If you notice one item is missing, please check the rest of the order to ensure it is the only item missing. This allows us to correct any problem or problems as quickly as possible, to fully investigate the situation to prevent it from happening in the future and to resolve the issue fully the first time. We are unable to appropriately investigate an issue if it has been more than 15 days since your order was placed, therefore, we can not assist you with missing items or incorrect items reported more than 15 days from the order date.