Something is missing from my orderUpdated 3 days ago

There are two different situations that feel similar but need different solutions. Find yours below.

Situation A: My package arrived, but a product is missing

First — check your order confirmation email to verify all items were in the same shipment. During busy periods, some orders ship in multiple packages. Check your email and spam folders for any notifications of a split shipment.

If everything was supposed to be in one box and a product is missing:

• Take a photo of everything you received alongside the packing slip
• Contact us within 7 days of delivery at [email protected] or via live chat
• Include your order number and which item(s) are missing

We'll verify against the packing record and ship the missing item right away.

Common reason for missing items
On rare occasions, a product sells out between order placement and fulfillment. If this happened, you should have received an email notification and a refund for that item. Check your inbox (including spam) for that notice.

Situation B: My tracking shows delivered, but I never got the package

Before contacting us, try these steps — they resolve the issue in many cases:

• Wait 24 hours. Carrier GPS and delivery scans sometimes update a few hours before physical delivery.
• Check around your property — side doors, mailroom, with a neighbor, with your building manager.
• Check with anyone else at your address who may have brought it inside.
• Look for a carrier notice — the driver may have left it with a neighbor or in a secure location.

If 24 hours have passed and the package is still nowhere to be found, contact us with your order number. We'll investigate with the carrier and, in most cases, send a replacement or issue a refund.

Our commitment
CLEARSTEM stands behind every order — if we shipped it and you didn't receive it, we'll make it right.