Once your order has been marked as delivered by the carrier, Big Poppa Smokers is not held liable for stolen or missing packages. 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 us an email 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.