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There was an issue with my order. What can I do?
There was an issue with my order. What can I do?

Find out what steps to take if your order didn’t arrive as expected, is missing items, or arrived damaged.

Updated over 2 months ago

If you’re experiencing an issue with your order, we understand how frustrating that can be. Below, you’ll find helpful steps based on the issue you’re facing:

  • Damage During Shipping
    If your order was damaged during transit, please take a picture of the damaged item(s).

  • Missing Items
    If any items are missing from your order, we’ll resolve the issue for you.

  • Trouble Receiving Your Package
    If your tracking shows that the package was delivered but you haven’t received it, please have your tracking details ready.​

  • Wrong Address Delivery
    If your package was delivered to the wrong address, we’ll work with the shipping carrier to determine the next steps.

Contact Us

For any of the issues listed above, reach out to us at [email protected]. Be sure to include relevant details, such as order number, tracking information, and photos (if applicable), to help us assist you promptly.


For Shipping and Customs Delays

While we’re here to help with issues related to your order, some shipping matters are best handled by contacting the carrier or customs office directly.

  • Shipping Delays
    For shipping delays, you can track your package using the tracking number provided in your shipping confirmation email. If you need more details, please contact the shipping carrier directly, as they’ll have the most up-to-date information.

  • Customs Delays
    If your package is delayed in customs, please contact your local customs office. Unfortunately, we aren’t able to directly resolve customs issues.

  • Customs Fees
    Unless explicitly noted in the shipping tier, all Burners are shipped duty unpaid meaning that you will need to pay any duty assessed upon arrival in your country. We cannot predict or assess what these fees are.

    Note that certain carriers like UPS will act on your behalf as a customs broker, sometimes at significant cost. It may be possible, depending on the carrier and country (e.g. in Canada), to contact the carrier and import the item yourself to reduce or remove this brokerage fee. Customs fees and or VAT to your local country will still be due).

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