Missing Items or Parts

We've all experienced the anticipation of waiting for an order to arrive—only to discover that something is missing. Whether it's hardware, a replacement part, or an entire item, we understand how frustrating that can be.

While we work hard to ensure every order is packed accurately, mistakes can occasionally happen. If they do, our Customer Support Specialists are here to help resolve the issue and get the missing item to you as quickly as possible.

Before submitting a support ticket, please review the common scenarios below, as they may help you locate your missing item.

Reporting Missing Parts

To ensure we can assist you as quickly and effectively as possible, please report any confirmed missing items or parts within 30 days of the original delivery date.

For additional information about coverage and eligibility, please review our warranty policies HERE.

Items or Parts Shipped Separately

Products from different manufacturers or workshops may have different production and shipping timelines. As a result, items from the same order may ship separately.

Items shipping together will typically appear under the same tracking number on your order status page. Products from the same collection or manufacturer may also share a common brand name, such as Centerville Amish or Porchgate.

Split Shipments in Transit

When multiple items are shipped together, carriers often assign a Master Tracking Number to the shipment.

• If your order ships in a single box, the Master Tracking Number will track that package.
• If your order ships in multiple boxes, the Master Tracking Number will display all packages associated with the shipment, and each box will generally have its own tracking number since it can be shipped separately depending on space.

Each package may show a different status:

In Transit
Your package is on its way and is expected to arrive by the carrier's estimated delivery date.

Pending
Your package may be delayed but is still moving through the carrier's network. If the status remains unchanged for more than 3 days, please submit a support ticket.

Shipping Exception
Your package may be delayed due to a routing issue, a failed delivery attempt, or another carrier-related problem. If this status remains unchanged for more than 2 days, please submit a support ticket.

Delivered
Your package has been delivered.

Hidden Parts

To protect products during transit, our craftsmen may secure smaller parts in less obvious locations within the packaging. Hardware and accessories may be:

• Tucked into corners of the box
• Wrapped within protective materials
• Secured between larger components
• Attached to packaging materials

Before reporting a missing item, please thoroughly unpack all boxes and inspect all packing materials to ensure nothing has been overlooked.

Still Missing Something?

If you've reviewed the steps above and still cannot locate your item, or if you have questions about any of the scenarios described, please submit a support ticket and our team will be happy to assist you.

Submit A Ticket