Find a Missing Item from Your Package
Find a Missing Item from Your Package
If you received a delivery from Secretgreen but an item, part, or accessory appears to be missing, please follow the steps below to help us resolve the issue quickly.
1. Check for Multiple Shipments
Some orders — especially those containing supplements, garden tools, toys, or bulkier items — may be split into multiple packages for faster delivery. Please:
- Review your full order summary in the "Your Orders" section of your Secretgreen account.
- Check if the missing item is associated with a different shipment or tracking number.
- If the item is marked as "In Transit" or "Shipping Soon," it may still be on its way in a separate package.
2. Item Missing from a Delivered Package
If your parcel has arrived but one or more items are missing and the tracking shows them as delivered:
- Inspect all packaging materials, internal boxes, and inserts carefully — sometimes smaller items are tucked inside other packaging.
- Check if the item was substituted or split into a different shipment (noted in your order details).
- If the item is definitely missing, please contact our support team immediately at [email protected].
3. Part of an Item is Missing
If a part, accessory, or attachment is missing from a product you received:
- Examine all original product packaging thoroughly (including compartments, inserts, and manuals).
- If the missing part cannot be found, you can request a return or replacement through the "Your Orders" section of your Secretgreen account.
- Alternatively, you may email us your order ID along with a description of the missing component.
4. Entire Package is Missing
If tracking information shows your package as delivered but you cannot locate it:
- Check around your premises — including mailboxes, garages, porches, and nearby areas.
- Verify with neighbors or household members to see if they accepted the delivery on your behalf.
- If you still cannot find the package, contact us promptly at [email protected] so we can initiate an investigation with the carrier.
If your order is marked as "Undeliverable" or "Failed Delivery," please refer to our Undeliverable Packages page for next steps.
5. Need Help?
If you’re unable to resolve the issue through the above steps, please reach out to our support team for assistance:
Email: [email protected]