There are two common reasons why you might be having trouble finding the item you are looking for.

  1. The Order Number Prefix, which is usually a number symbol, MUST be included in your search. This is weird you say? Want to know why? In order to pull the order information, the search info has to match EXACTLY what the order management system and/or e-commerce platform has the order labeled as. Out of our hands - just a requirement of the system designed to prevent errors.
  2. If a gift return or exchange is initiated, the exchange items are moved to be identified with the new email address input by the gift recipient. The gift exchange items are now associated with the email address that was entered in the gift exchange screen shown here.
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