On occasion, your order may be shipped in separate parcels. We recommend checking your email or logging into ‘My Account’ to review if any additional tracking information associated with your shipments.
If you are unable to find further tracking details and believe item(s) are missing from your order(s), please submit a support request form by clicking here and select "Report Missing Items".
In accordance with the carrier’s investigation policy, any cases of missing or incorrect items must be reported within 48 hours upon receiving the parcel. Reports submitted after this period will not be accepted by the carrier.
When submitting the form, please ensure you provide the following relevant information:
- Order number
- Tracking number
- Name of the item(s) in question
- SKU number of the item(s) in question
- Photographs of the package (including the inner and outer box, shipping label, courier bag, and any bubble wrap)
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Photographs of all items received (clearly displaying the product name and the white label or sticker affixed to the product)
Please DO NOT dispose of any items or packaging materials until the investigation is complete.
Upon submission of the form, a support ticket will be generated for your order, and our dedicated team will follow up with you via email.
*The parcel receipt date is indicated as ‘delivered’ by the courier in the tracking status. After 48 hours from the "delivered" scan, it is assumed that the recipient has received the order in full and in good condition; therefore, we regret that any claims or investigation requests submitted after this period will not be accepted or processed by the carrier.
*For additional assurance, we recommend opting for insured shipping for your future orders. This service offers enhanced coverage for items lost or damaged in transit, subject to assessment by the courier company. The insurance fee is 4% of the order subtotal. For further details, please refer to our Shipping & Delivery page. (Please select your region after directed to the page)