What do I do if I receive an incorrect, incomplete, or damaged order?Updated 2 hours ago
We're sorry your order didn't arrive the way it should have! Here's how to get it sorted, based on what happened.
I Received the Wrong Item
If the product you received doesn't match what you ordered, submit a help ticket to our Hero Support team here, and include:
- Your order number
- A photo of the item(s) you received
My Order Arrived Damaged
If your item arrived broken, defective, or otherwise damaged, [submit a help ticket here] with:
- Your order number
- Photos of the damaged item and, if possible, the packaging it arrived in
We'll work with you to get a replacement or refund, depending on the item and availability.
I'm Missing an Item From My Order
Before You Reach Out: Is It Really Missing? If you ordered multiple items, they may ship separately and arrive on different days. Check our Track Order Page. If tracking shows a separate shipment still in transit, it's on its way and nothing is wrong.
If something from your order genuinely didn't arrive, submit a help ticket here with:
- Your order number
- The specific item(s) missing
We'll work with you to get a replacement or refund, depending on the item and availability.
What to Expect After You Submit
Once we receive your ticket, our Hero Support team will review it and follow up with next steps within 48 business hours (9AM–5:30PM PDT, Monday–Friday, excluding holidays). We strive to exceed your expectations and get every issue resolved as quickly as possible.
Have additional questions? Contact us and we'll help you get what you need.