You've received your order, unboxed it, and while looking at your items you're noticing an item is missing. In this post you'll read why that may have happened, and what you can do about it.
Ordering an item with options
When you order a PCB kit or an item that has options like in the image below, multiple items are added to your cart. In this example, I'm adding this Kyria PCB Kit to my cart, along with some RGB LEDs for underglow.
Now, when I look in my cart, I see two items: the Kyria PCB Kit, and the RGB LEDs for the option I selected.
There's also a notice, which is what this article is about: You have added a keyboard kit to your cart. If you have added options to this kit, the shop will have added the relevant products to your cart automatically. To remove options from your item, remove both the options and the item, then add the item again without the options. This helps prevent delays in shipping your package. Thank you for understanding.
You'll see the order total is €29.70 excluding taxes, which is the total of both the kit and the options.
Removed from the cart
Let's say I changed my mind, and remove the LEDs from my cart, but leave the kit. The order total has changed to €24.75 excluding taxes, so it's only the cost of the kit. Yet, the line item still mentions the LEDs. This is confusing for sure, which is why the notice in blue is there.
I'm checking out and pay the €24.75 that the kit costs, plus any shipping costs.
After a while, I receive my package, and see this line on my invoice:
This matches the cart I had just now. The options seem to include the RGB LEDs, but I didn't get them! However, I also did not pay for the option, since I removed it from my cart.
Usually, I catch these situations and will send you a mail. However, it's a manual process and it may slip through. Now you've received your items, but you're missing an option which you may have been expecting.
You can choose to order the remaining items. Sometimes, the option can be added after assembly, which for example is the case with RGB LEDs or rotary encoders. If you're unsure, feel free to send a mail or ask on the Discord server.
In any case, you haven't paid for the option and so you won't need a refund. It's mostly inconvenient!
If the above isn't the case, then the items may have been lost or I've forgotten to pack it in your order.
On the invoice, I'll have marked the items I packed with a green marker. If I've marked the item, it should be in the package. Most items will be labeled with their contents and any loose items will be contained in a ziploc bag. Sometimes, especially with kits, kit options will be packed in the bag of the kit, so one bag may contain multiple items.
Unfortunately, I do sometimes make mistakes. If you believe I made a mistake with your order, please send an email to firstname.lastname@example.org. I'll help you resolve the situation. It's useful to include your order number (which looks like #1234) and the item you believe is missing.
If your package was damaged and is missing items, or has damaged items, please do get in touch. It's helpful to include pictures of your package: a picture showing the whole picture, a closeup of the shipping label, a closeup of the damage on the package and one or more pictures of the damage on the items. This will help me resolve the situation with you and with the shipping carrier.
If you've insured your order with Route, you can file a claim at https://claims.route.com/ to easily get a refund or have a new order shipped to you.