I never got my package, what should I do?

Uh-oh! If your sampling was eligible for tracking, your Welcome email for this sample mission should include your tracking number. (This can also be found on the mission page.) We have limited visibility of the shipping process once the packages leave our facilities, so it's best to contact the shipping service for insight into the status of your package, using this tracking number.

Please note that some samplings do not have tracking, but the info below will help in either instance.

Our system will automatically apply a flag if we're missing your final report. We cannot prevent this but, there are steps you can take to avoid getting this flag:

1. Complete your final report by the time you receive your 3-day report reminder email.
2. Explain your circumstances wherever you can in your report.
3. For any mandatory photo challenges, provide a screenshot of your shipping tracker so our moderators understand your situation. If the sampling does not have tracking, use a screenshot of your welcome email.
4. Be sure to caption your photo with an explanation about the issue in order to avoid having your photo rejected.

Is your report grayed out and not clickable? To unlock your report:
  • Make sure you've checked in your package by clicking the blue "My Samples Arrived!" button.
  • You may need to complete one or all of the preceding challenges, in order to unlock your final report.
Pssst, need help? Check out these tips on how to take a screenshot.

If all else fails, email our Support Center!