We are sorry to hear that you are missing part of your order.
Before you open a support ticket, please check the following to enable us to resolve this issue as soon as possible.
Have you received all boxes in your shipment?
Some larger orders may be split into multiple boxes, and as such these can be separated in transit by the courier, leading to partial delivery.
While this can be concerning, the remaining part(s) of your order should be with the courier and delivered within the advertised delivery window.
You can usually confirm this by checking the tracking information provided by the courier. Alternatively, it will usually state on the label ‘Package 1 of x’ or similar, to indicate how many packages should be in the shipment.
If the courier does not attempt to deliver the rest of the items in the shipment within a reasonable period (we usually suggest 24-48 hours) we suggest contacting the courier for further information on the shipment status.
Please find contact information from our most-used couriers below:
Have you checked all of the packaging?
Smaller items such as PSUs (Power Supplies), Violin bridges, foot pedals etc are often packaged in compartments within polystyrene packaging, or inside compartments/pockets on cases.
Please ensure that you have checked all of the packaging thoroughly, and if you are certain that you are missing part of your item, please raise a support ticket.
Our customer service team will then contact you with a resolution as soon as possible.
PLEASE NOTE: If the packaging of your item was damaged, please provide some photos of the damage so we can investigate this with the courier, including a photo of the shipping label.
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