I’m missing an item from my order. What do I do?

If there are items missing from your order, there is a chance that your order has been split into multiple shipments; if you're unsure, check with us! Please e-mail us your order ID number at hello@gemstra.com and we’ll be more than happy to provide additional information regarding split shipments.

However, on the off chance that there may have been a shipping oversight, we’d love to fix it immediately! If an item is listed on the packing slip, but was not included in your shipment, please submit the following information prior to the use/distribution of your product(s) in order for our team to submit a claim on your behalf:

·       Your order ID number
·       The missing product’s name/scent/size
·       A photo of your package in the manner it was received
·       Outer packaging
·       Packing slip

All information can be submitted to hello@gemstra.com for review. We accept attachment files in .jpg, .png, or .pdf formatting only. Once we've received this information, a Customer Experience Representative would be in touch with you shortly with further instructions.

 
 
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