--- title: Handling Missing, Damaged, or Incomplete Orders shortDescription: What to do when an order is missing, shows delivered but wasn't received, arrives damaged, or is missing items — including how to submit a claim. articleType: Troubleshooting primaryTopic: missing-damaged-incomplete-orders categories: - Orders - Troubleshooting tags: - missing-order - damaged-order - incomplete-order - delivered-not-received - order-claim - missing-package - partial-shipment - order-replacement - order-refund tasks: - Report a missing order - Submit a claim for a damaged item - Handle a delivered-but-not-received package - Resolve an incomplete or partial shipment - Request a replacement or refund for a damaged order - Report a lost creator-placed sample or gift order terms: - missing order - package not received - delivered but not received - damaged item - incomplete order - partial shipment - order claim - where is my package - order shows delivered - missing items in order - replacement order - carrier claim - creator-placed order lost - sample order lost labels: - orders - shipping - troubleshooting contextString: Applies to supporter orders and creator-placed orders (samples, self-purchases, gift shipments). Claim timelines differ for domestic and international shipments. breadcrumbPath: "Frequently asked questions > Shipping & orders > Handling Missing, Damaged, or Incomplete Orders" relatedModules: [] path: frequently-asked-questions/shipping-and-orders/handling-missing-damaged-or-incomplete-orders last_updated: '2026-04-29' --- # Handling Missing, Damaged, or Incomplete Orders When a supporter or creator-placed order goes missing, arrives damaged, or shows up with items missing, the resolution process depends on the situation and timing. The same steps apply to supporter orders and creator-placed orders (samples, self-purchases, and gift shipments). ## Package shows "Delivered" but wasn't received If tracking shows a package as delivered but the supporter hasn't received it, wait 2 business days before treating it as lost. Common causes include carrier mis-scans, packages left with a neighbor or building staff, and GPS rounding that marks delivery near (but not at) the exact address. Steps to resolve: 1. Ask the supporter to check around their delivery address — with neighbors, building management, or a mailroom. 2. Wait 2 business days after the "Delivered" scan before treating it as lost. Carriers often self-correct. 3. If the package still hasn't turned up after 2 business days, contact [support@fourthwall.com](mailto:support@fourthwall.com) with the order number and tracking information. We'll initiate an investigation with the carrier. Supporters should contact Fourthwall support, not the carrier directly. We manage carrier claims on your behalf to protect your supporter relationship 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 required claim window before filing: - **Domestic orders**: wait at least 2 weeks before filing a claim. - **International orders**: wait at least 3 weeks before filing a claim. International orders can take 4 to 6 weeks to arrive, especially during peak seasons. Once the window has passed, contact [support@fourthwall.com](mailto:support@fourthwall.com) with the order number. We'll file the carrier claim and arrange a replacement or refund. ## Damaged items If a supporter receives a damaged item, Fourthwall needs photos and the order number before processing a claim. Claims must be submitted within 30 days of delivery. Steps to resolve: 1. Ask the supporter to take clear photos of the damage — both the item and the packaging if it's also damaged. 2. Contact [support@fourthwall.com](mailto:support@fourthwall.com) with the order number and photos attached. 3. 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 ## Incomplete orders, missing items If a supporter's order arrived but was missing one or more items: 1. Check the order in [**Orders**](https://my-shop.fourthwall.com/admin/dashboard/contributions/orders/?redirect) to confirm what was included in the shipment. Large orders sometimes ship in multiple packages with separate tracking numbers. 2. If all packages have been received and items are still missing, contact [support@fourthwall.com](mailto:support@fourthwall.com) with the order number and a list of missing items. 3. 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](mailto: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 refunds 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 Each situation has a different action window and evidence requirement: - **Delivered but not received**: act after 2 business days. Provide order number and tracking. - **Missing in transit (domestic)**: act after 2 weeks. Provide order number and tracking. - **Missing in transit (international)**: act after 3 weeks. Provide order number and tracking. - **Damaged item**: act within 30 days of delivery. Provide photos of item and packaging. - **Missing items in shipment**: act after all packages received. Provide order number and item list. - **Creator-placed order lost in transit**: act after 2 weeks (domestic) or 3 weeks (international). Provide order number. ## Frequently asked questions ### Who should contact support — the creator or the supporter? Contact [support@fourthwall.com](mailto: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](mailto: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.