Missing Items from Your Order? Resolution Guide

If you've received your MatchMint order and noticed that some items are missing, we understand this can be frustrating. We're here to help resolve this issue quickly and ensure you receive all the items you ordered.

Verify Your Order Contents

First, please check your order confirmation email to confirm what should have been included:

1. Locate your order confirmation email from support@matchmint.com
2. Check the "Order Details" section for a complete list of items
3. Compare this with the items you received
4. Check all packaging materials thoroughly (small items might be inside packaging)
5. Look for packing slips that list the contents of each package

Common Missing Item Scenarios

Several situations might result in incomplete orders:

1. Split shipments: Large orders may ship in multiple packages
2. Packaging errors: Items may have been left out during packing
3. Lost during shipping: Items may have been separated during transit
4. Hidden items: Small items might be inside packaging materials
5. Partial fulfillment: Some items might be shipping separately due to availability

How to Report Missing Items

If you confirm that items are missing from your order, please contact us promptly:

1. Take inventory: Make a list of exactly what items you received vs. what's missing
2. Take photos: Photograph the items you did receive and the packaging
3. Email us: Send an email to support@matchmint.com
4. Subject line: "Incomplete Order - Order #[Your Order Number]"
5. Include in your email:
   • Your order number
   • List of items received
   • List of items missing
   • Photos of the items you received
   • Any tracking information you have

Our Resolution Process

Once we receive your report, our customer service team will:

1. Review your order details to confirm what should have been included
2. Check if your order was split into multiple shipments
3. Contact you within 1-2 business days with our findings
4. Process a replacement order for missing items or issue a partial refund
5. Provide you with tracking information for your replacement items (if applicable)

Check for Multiple Packages

Before contacting us, please:

1. Check your email for multiple shipping notifications
2. Look for "Package 1 of 2" (or similar) notations on your shipping label
3. Check with others in your household who might have received packages
4. Contact your local post office or delivery service to check for held packages
5. Check your account order history for multiple tracking numbers

Resolution Options & Timeframes

We offer several options to resolve incomplete order issues:

| Resolution Option | Processing Time | Shipping Time | Best For | |-------------------|----------------|--------------|----------| | Ship Missing Items | 1-3 business days | Varies by location | Most situations | | Partial Refund | 3-5 business days | N/A | When items no longer needed | | Full Replacement | 3-5 business days | Varies by location | When consistency matters |

Option 1: Ship Missing Items

We'll produce and ship just the missing items as quickly as possible.

• Priority production status
• Expedited shipping at our expense
• Regular updates on production status

Option 2: Partial Refund

If you prefer not to wait for the missing items, we can issue a refund for those specific items.

• Processed to original payment method
• Includes proportional shipping costs
• No need to return received items

Option 3: Full Replacement

In some cases, we may offer to replace the entire order if there are concerns about consistency.

• Complete new production of all items
• Return shipping label provided for original items
• Expedited production and shipping

Preventing Future Incomplete Orders

To help ensure complete orders in the future:

1. Consolidate orders: Place all items in a single order when possible
2. Add order notes: Mention if items must ship together
3. Choose tracked shipping: Select shipping methods with full tracking
4. Provide delivery instructions: Note safe delivery locations
5. Update contact information: Ensure phone/email are current for delivery notifications

Our Incomplete Order Guarantee

At MatchMint, we take full responsibility for ensuring you receive your complete order:

• No-hassle resolution: We'll take your word about missing items
• Priority handling: Incomplete order reports receive expedited attention
• Expedited replacement: Missing items receive rush production status
• Shipping upgrade: Replacements ship via expedited methods at our expense

Contact Support

If you have any questions about this process or need assistance:

• Email: support@matchmint.com
• Subject: "Incomplete Order - #[Your Order Number]"
• Response Time: Within 24 hours

We're committed to making this right and ensuring you're fully satisfied with your complete order.