I Never Received My Sample.

  • Updated

Uh-oh! If your sampling was eligible for tracking the number will be included in your welcome email. 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. Some samplings do not have tracking, but the info below will help in either instance.

  1. Complete your final report.
  2. Explain sample was not received in your report.
  3. For any mandatory photo challenges, provide a screenshot of your welcome email.
  4. If caption is available, 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 "Yes, I’m ready to start my sampling!" button.

You may need to complete one or all of the preceding challenges in order to unlock your final report.

Need help? Check out these tips on how to take a screenshot.

If all else fails, scroll to the bottom of this page to email our Support Center!