Handling Missing, Damaged, or Incomplete Orders
Updated April 29, 2026
What to do when a supporter or creator-placed order is missing, damaged, or didn't arrive complete
Sometimes packages go missing, arrive damaged, or show up with items missing. Here's how to handle each situation, including timelines to follow and what evidence to gather before submitting a claim. The same process applies to supporter orders and to creator-placed orders (samples, self-purchases, and gifts you send from your own budget).
Package shows "Delivered" but wasn't received
If tracking says your supporter's package was delivered but they haven't received it, don't assume it's lost yet. A few things can cause this:
- Carrier mis-scan — The package was scanned as delivered at the wrong stop or a nearby address. The carrier may deliver it the next business day.
- Left with a neighbor or building staff — Check nearby doors, a mailroom, front desk, or package lockers.
- GPS rounding — Carriers use GPS to mark delivery, which can reflect a general area rather than the exact address.
What to do:
- Ask the supporter to check around their delivery address — with neighbors, building management, or a mailroom.
- Wait 2 business days after the "Delivered" scan before treating it as lost. Carriers often self-correct.
- If the package still hasn't turned up after 2 business days, contact support@fourthwall.com with the order number and tracking information. We'll initiate an investigation with the carrier.
Supporters should contact us, not the carrier directly. We manage carrier claims on your behalf to protect your relationship with your supporters and ensure consistent resolution.
Missing package — tracking stopped or never updated
If tracking shows the package in transit but hasn't updated in several days, or if the supporter never received a tracking number:
- Wait for the claim window. Allow at least 2 weeks for domestic orders and 3 weeks for international orders to pass before filing a claim. Carriers require this waiting period before treating a package as lost.
- Once the window has passed, contact support@fourthwall.com with the order number. We'll file a claim with the carrier and arrange a replacement or refund.
International orders can take 4 to 6 weeks to arrive, especially during peak seasons. Encourage your supporter to check the estimated delivery window before assuming a package is lost.
Damaged items
If a supporter receives an item that arrived damaged:
- Ask the supporter to take clear photos of the damage — both the item and the packaging if it's also damaged.
- Contact support@fourthwall.com with the order number and the photos as attachments.
- We'll review and arrange a replacement or refund, depending on the item and circumstances.
Required evidence for damage claims:
- Photos of the damaged item (clear, well-lit)
- Photo of the packaging if it shows damage
- Order number
Claims for damaged items should be submitted within 30 days of delivery. Claims submitted after this window may not be eligible for replacement or refund.
Incomplete orders, missing items
If a supporter's order arrived but was missing one or more items:
- Check the order in Orders to confirm what was included in the shipment. Large orders sometimes ship in multiple packages with separate tracking numbers.
- If all packages have been received and items are still missing, contact support@fourthwall.com with the order number and a list of missing items.
- We'll investigate and send the missing items or issue a partial refund.
Creator-placed orders lost in transit
Creator-placed orders are the ones you pay for yourself: samples, self-purchases, and gift shipments sent to you or a recipient of your choice. If one of these orders goes missing in transit, the resolution is handled the same way as a supporter order, but the refund or replacement comes from Fourthwall, not from your own balance.
Claim windows are the same: wait 2 weeks for domestic orders and 3 weeks for international orders after the last tracking update before reporting the order as lost.
Once the window has passed, email support@fourthwall.com with the order number. We'll confirm with the manufacturing partner and either issue a full refund or arrange a replacement at no additional cost to you.
Do not use the dashboard 3-dot menu > Refund order option for a lost creator-placed order. That flow is built to refund a supporter's purchase and pulls from your own balance, so it won't recover the cost of an order that never arrived. Email support instead so we can resolve it with the manufacturing partner.
Claim timelines at a glance
| Situation | When to act | Evidence needed |
|---|---|---|
| Delivered but not received | After 2 business days | Order number + tracking |
| Missing in transit (domestic) | After 2 weeks | Order number + tracking |
| Missing in transit (international) | After 3 weeks | Order number + tracking |
| Damaged item | Within 30 days of delivery | Photos of item and packaging |
| Missing items in shipment | After all packages received | Order number + item list |
| Creator-placed order lost in transit | After 2 weeks (domestic) or 3 weeks (international) | Order number |
Frequently Asked Questions
Who should contact support — the creator or the supporter?
Contact support@fourthwall.com directly. You can relay the information from your supporter, or forward their message to us. We'll handle the investigation and resolution on your behalf.
Will my supporter get a replacement or a refund?
This depends on the situation. For missing or damaged items, we'll typically offer a replacement first. If a replacement isn't possible (for example, if the item is out of stock), we'll issue a refund.
Can I submit a claim on behalf of my supporter?
Yes. You don't need to have the supporter contact us directly. Reach out to support@fourthwall.com with the order details and we'll handle it.
Is there a deadline for reporting issues?
For damaged items, submit within 30 days of delivery. For missing packages, you must wait out the claim window (2 weeks domestic, 3 weeks international) before we can open a carrier claim.
How long will the replacement take?
Support doesn't commit to a specific ETA once a replacement is approved. Our manufacturing partner reproduces the order under normal production timelines, plus standard shipping for the destination. Your supporter will receive a shipping-notification email as soon as the carrier scans the new package.
If you have any questions, do not hesitate to contact us at support@fourthwall.com.