Larger items can ship in two or sometimes even three or more boxes and may not all arrive on the same day. You can identify a multiple-box item by looking at the box. There is usually print that denotes "box 1 of 2," or the model number on the box will have a one or two as the last digit.
As a manufacturer, we are able to provide replacements for individual damaged or missing parts. If an entire box is missing, this is considered an incomplete order rather than missing parts, and the procedure for replacement is different.
- In most cases, the second box will arrive on its own with no further action on your part. It is not uncommon two-part orders to become separated in transit. Allowing an extra business day or two is likely all that will be needed.
- Contact the retailer through whom you made the purchase. Each of our trusted retailers has a unique system for placing orders and should provide you with an order number, tracking information, and receipt of purchase. This order information is specific to the company and as a manufacturer, we are unable to pull up details regarding the retailer's order. If a box is lost or missing, it is considered incomplete and it is the responsibility of the retailer to provide the missing box or issue a refund.
- Marketplace, liquidation, and other third-party sources, even if sold on an authorized retailer's website, do not include the manufacturer's warranty. If only one box is provided, you would need to request a refund from the seller directly.