We conduct daily warehouse inventory checks to prep items for upcoming auctions, locate items currently on sale, and prepare sold items for customer pickups. Occasionally during this process, items are unable to be located by our warehouse team. If this happens, the following actions take place:
If item is deemed missing... Before the auction closes: The item is removed from the auction to prevent sale of a missing item. If you notice an item you were bidding on has disappeared from the auction, this is likely the cause.
If item is deemed missing... Before customer pickup: If we think we may be able to locate this item within the next few days, the item will be marked "Delayed". This automatically grants a pickup extension for your order and sends you an email. If we are confident we will not be able to find this item, we will mark it "Missing" and a full refund will be processed back to your original payment method and an email confirmation sent. Our goal in proactively communicating delays is to ensure you know these items will be unavailable for pickup ahead of the first pickup date to help avoid unnecessary trips to the warehouse.
If item is deemed missing... During pickup: If an item is unable to be located at the time of pickup, you will be offered 2 options by our Warehouse team: (1) A full refund or (2) the option to have our warehouse team attempt to locate the item. If the item is located, you will need to pick it up at one of the next 2 available pickup times. If the item is not able to be located within a week, you will receive a full refund.
If item is deemed missing... After pickup: If you find that an item is missing from your order after pickup, please send an email to email@example.com. Our Customer Experience Team will coordinate with our Warehouse Team to attempt to locate the item. If your item is found, you will have the option to pickup at one of the next 2 customer pickup days. If your item is not found, or for any reason you are unable to pick the item up, we will process a refund back to your original payment method.