Missing Parts
Quick Tip
Report any issues with your item or access more detailed information by visiting the “My Orders” section on Pinshop!
What to Do If Your Item Is Missing Parts
1. Check for Hidden Parts: There's a possibility that the parts you think are missing aren't actually missing. During shipping, some parts might be stored in locations that are not immediately obvious. Review our hidden parts guides to determine if any of your furniture parts are hidden away. This could save you the trouble of reporting a problem when everything is actually there.
2. Locate the Assembly Guide: If you're missing the assembly guide for your item, you may be able to find it directly on the item's product page. Navigate to the “Specifications” tab to check if the assembly guide is available online.
3. Verify Multiple Box Shipments: Orders are sometimes shipped in multiple boxes. Locate your item in the “My Orders” section and click “Track Your Package” to confirm whether your item was shipped in multiple boxes. If your shipment is marked as delivered but you haven't received all the boxes, refer to the instructions [here](insert relevant link if available).
Pinshop's Missing Parts Policy
If the above steps don't resolve the issue, we're here to help. We can send you replacement parts, hardware, or an assembly guide, or provide another suitable resolution, as long as the issue is reported within 30 days of delivery for most items. For items delivered through our Full Service Delivery, any missing parts or hardware must be reported within 3 days. Our teams will inspect your item during delivery to ensure everything is in order.
To provide you with the best possible solution and ensure the accuracy of our response, we require you to provide photos of the delivered item(s). If you are instructed to return the original item and it is not received at our Returns Center, we reserve the right to reverse any refund or charge for a replacement unit. Additionally, we reserve the right to decline service for any report of missing items made more than 30 days after the delivery date (or 3 days after the Full Service Delivery date).
How to Report Missing Parts, Hardware, or Assembly Guides
1. Log into Your Account: Sign in to your Pinshop account and find the item(s) in question under the “My Orders” section.
2. Select the Problem Option: Click on “Problem with this Order” (this option will only be available for eligible items. For most orders, it must be reported within 30 days, and for Full Service Delivery, within 3 days).
3. Follow the Prompts: Complete the prompts to submit your request for resolution. Provide as much detail as possible about the missing parts, hardware, or assembly guide.
4. Upload Photos (if required): If photos are needed, please upload images that clearly show:
1. The entire item, removed from the box.
2. Images of the assembly guide with the missing part(s) clearly circled to highlight the issue.
3. Any hidden compartments, if applicable, to help us understand the item's structure.
5. Confirmation and Next Steps: Once you've submitted your request, you will receive an email confirming the resolution and outlining the next steps. If you are asked to return the original item, detailed instructions will be provided via email and in your “My Account” section.
It's important to have the photos ready as described above before reaching out. You can also upload photos in advance through the Incident Photo Portal in your “My Account” section:
· Navigate to the “My Orders” section in your “My Account”.
· Click “View Details” for the relevant order or item.
· Click on the “Incident Photo Portal”.
· Follow the instructions to upload the required photos.
What to Do If Your Open Box or Clearance Item Is Missing Parts
We can assist you if your open box or clearance item is missing parts. However, please be aware that the available resolution options may be more limited compared to regular items.
What to Do If You Are Instructed to Return Your Original Item but Don't Have the Original Packaging
If you are required to return the item but the original packaging is damaged or discarded, you can use the original packaging if it's still in usable condition or a similar-sized box. Pinshop is unable to provide boxes or packaging for the return.
