What if my order is missing item(s)?
First, check the details of your confirmation email to determine whether your order has been partially shipped.
If your order has been partially shipped, you will receive an additional email confirmation with tracking details once the subsequent shipments have been shipped.
1. If your package is damaged/tampered with
ESSENTIAL: Video record the entire unboxing process, without cuts, from the moment you receive the package. This is the single most important thing you can do to protect yourself.
We are rolling out anti-tamper seals across our packaging. If a seal is broken, or the box itself is visibly damaged, do the following:
- Keep the box, packaging, and all contents exactly as received.
- Start filming before you touch the seal or open the box.
- Film continuously through the full unboxing, showing every item removed and the empty box at the end.
- Make sure the shipping label or order number is visible somewhere in the video.
Email your video evidence to tipartssg@gmail.com, quoting your order number. Photos, partial clips, or footage that starts mid-unboxing are not sufficient on their own.
Without a full, unedited video of the unboxing, we cannot offer compensation for missing items. This applies even if the box was visibly damaged in transit.
Once we receive valid evidence, we open an investigation with the shipping carrier and request their delivery/condition records. Your case stays open while this is pending. If the carrier confirms fault, we will reship the missing item(s) or refund their value.
2. If your package is intact
Every order is photographed before dispatch, including the packed contents and the parcel's weight. If our records show we shipped an incomplete order, no video is required on your end.
Contact us with your order number and we will either refund the value of the missing item(s) or ship them out to you.
Evidence Standard in Simple Terms
| Situation | What we need from you | Outcome |
|---|---|---|
| Seal broken / box damaged, item(s) missing | Continuous, unedited unboxing video from first contact with the package to empty box, order number visible | Carrier investigation, then reship or refund if carrier is at fault |
| Box intact, item(s) missing | None required, our dispatch photos are checked first | Reship or refund |
| Damaged/tampered claim with no video, or partial video | N/A | We cannot offer compensation |