Once your order leaves our warehouse, tracking information will be emailed to you. Please track your order closely to ensure you are available when it arrives. Once the carrier marks your order as delivered, Big Poppa Smokers is not liable for stolen or missing packages. We review missing item claims on a case-by-case basis. The customer is responsible for filing a missing package claim with the carrier. We will assist in filing a missing package claim with the carrier only if the carrier requires the shipper to file the claim. If the claim is approved by the carrier, we will issue you a store credit or e-gift card for the retail price of the product at the time of purchase. If you suspect a missing item, please email us immediately.  * If you are missing an item in your order, send an email to customerservice@bigpoppasmokers.com with your name, order number, and a photo of your packing list found inside the box. Missing package or item claims must be made within 5 days of your order delivery. Once our customer service team confirms the missing item(s), we will issue a store credit or e-gift card. Replacements, if approved, will be shipped via standard ground delivery, and refunds, if approved, will be issued to the original form of payment within 5 business days.  Once our customer service team confirms that the item(s) is missing from your package, we will issue a store credit or e-gift card. Approved replacements will be shipped via standard ground delivery, and approved refunds will be issued to the original form of payment within 5-7 business days. Please note that if our customer service team cannot confirm your shipment was missing an item, no store credits, e-gift cards, replacements, or refunds will be issued.