How do I report a missing, damaged, or incorrect item?

We’re really sorry something went wrong with your order. Our team will work with you to resolve the issue as quickly as possible.

How to report an issue

The easiest way to report a problem is through the Track & Manage Orders link at the bottom of our website.

1. Enter your order number (exclude the dash and any numbers after it)
2. Enter your billing ZIP code
3. Select Report a problem
4. Follow the on-screen prompts
5. Select the item(s), quantity, and reason for the issue

For damaged or defective items, you’ll be asked to upload photos and provide additional details.

If the order was a gift and you do not want the sender notified, you can select that option during the process.

Common issues include

• I received extra items I did not order

• I never received this order

• Arrived late

• Arrived damaged or incomplete

• I never received this item

• Defective

Resolution options

Depending on the issue and item availability, we may offer:

• A replacement item
• A refund
• In some cases, both options may be available

Replacement items can be shipped to your billing address, shipping address, or another address you provide.

Our team reviews each request individually and will work to provide the best available resolution.

Refunds

Refunds are issued as follows:

• To the original payment method or as a digital gift card
• Gift recipients will receive a gift card refund
• Refunds to the original payment method are available within 30 days of delivery
• After 30 days, refunds are issued as a digital gift card only
• Most refunds appear within 3–5 business days after they are processed (up to 10 business days for international orders)
• An email address is required for digital gift cards
• If the original payment method is unavailable, a refund check will be issued to the purchaser

Processing time

If a return is required, please allow up to 3 weeks for your item to arrive at our warehouse and be processed.

Once your issue is submitted, our team will review it and work to provide the best available resolution as quickly as possible.

Need help?

If you have questions about an order issue, please contact our Customer Service team—we’re happy to help.