What should I do if an item is missing from my order?

Missing a fragrance from your order? We're truly sorry this happened - we completely understand your disappointment, especially after the anticipation of delivery day!

Your complete satisfaction matters deeply to us, and we're ready to make this right immediately, especially if this is meant as a gift. To help us resolve this quickly:

Please email help@fragbuy.ca with:

• Photos of all sides of the shipping box

• A clear image of the shipping label

• Pictures of the fragrances you received

These photos help us understand exactly what happened and expedite your resolution. Our team will review your case personally and respond within 1-3 business days with next steps.

For the smoothest experience, please submit these details within 14 days of delivery. This timeframe allows us to work directly with our shipping partners while the information is fresh and allows us to proceed with the claim process.

While we strive to ensure every package reaches its destination safely, our FragBuy Care Green Insurance unfortunately doesn't cover claims for missing items when shipping to freight forwarders. Orders using these third-party shipping services fall outside our direct liability coverage.

We're genuinely sorry for this unexpected disappointment in your fragrance experience. Your trust means everything to us, and we're committed to turning this around and ensuring you're completely delighted with the outcome!