If part of your order is missing, don't worry — in most cases the missing items are still in transit or in a separate package. Here's how to track them down.
Step 1: Check Your Tracking Information
First, check your tracking information to confirm whether the missing item is still in transit. Because Earthaus products ship from different fulfillment centers, a single order often arrives as multiple packages with separate tracking numbers, sometimes on different days. Check your email for multiple tracking updates before assuming something is missing.
Step 2: Review the Proof of Delivery
If tracking shows the item was delivered, review the Proof of Delivery — details there may help identify where the package was left.
Step 3: Check With Neighbors
Sometimes packages are delivered to a neighboring address by mistake. If you feel comfortable doing so, we encourage you to check with neighbors.
Step 4: Contact Us
If you're unable to locate the package, contact us. If tracking shows the item as delivered but you haven't received it, we can consider a replacement request within 1 week of the delivery date.
Email [email protected] or text 1-800-917-2414 with your order number and details about the missing items.