What Should I Do If I Face Issues With my order?

At American Tall, we pride ourselves on delivering high-quality products and services. However, in rare scenarios, issues may arise during production or shipping due to high demand. If you encounter any problems with your order, follow the steps below for the quickest resolution.

Some Common Order Issues:

• Defects and Damages 
• Missing Item(s)
• Missing Package
• Returned to Sender
• Order Still in Transit
• Received an Extra Item
• Received Incorrect or Wrong Item(s)

Defects and Damages

Damaged items are those with holes, rips, or stains upon arrival. Defective items are products that develop issues after use, such as excessive shrinkage beyond our stated percentage or color transfer. To resolve this issue follow these steps:

• Within the Return Period

1. Submit a return request through our return portal.
2. Select the reason “Item was damaged” and upload clear images of the damage/defect.
3. Our team will review your submission within 2–3 business days and provide a resolution.

• After the Return Period

1. Contact our Customer Experience Team for a resolution and include:
2. Order number and item name.
3. Clear images of the defect or damage.

To learn more about our return period check our article: What are your return and exchange policies?

Missing Item(s) 

If your package has arrived but one or more items are missing, check the following:

1. Did the package look damaged or tampered with upon delivery?
2. Could someone in your household have opened the package?
3. Did the item fall out or get misplaced during unpacking?

If the issue persists, contact our Customer Experience Team.

Missing Package

If your order is marked as delivered but has not arrived, please:

1. Open your tracking page and:

• Check for delivery images or location details (e.g., mailbox or locker).
• Verify if the package was sent to a nearby access point or returned to us.

2. Search around your property or building. Some carriers leave packages in hidden areas for security.

3. Check with neighbors or building managers in case it was delivered to the wrong address.

4. Confirm the shipping address provided during checkout. If incorrect, the package may have been delivered to the wrong address, and we may not be able to assist.

If you’ve completed these steps and still cannot locate your package, contact our Customer Experience Team.

Returned to Sender

Your package may be returned to us due to following reasons:

• Package refusal.
• Incorrect shipping address.
• Delivery attempts failed.
• Unclaimed from an access point.

If you notice your package is being returned, contact our Customer Experience Team.

Order is still in Transit

If your order is taking longer than expected:

• Transit Time Under 2 Weeks: Delays may occur due to operational challenges. If tracking hasn’t been updated for several days, contact us.

• Transit Time Over 2 Weeks: Reach out to our Customer Experience Team for assistance.

Received an Extra Item

If you received an extra item, contact our Customer Experience Team for assistance.

Received Incorrect or Wrong Item(s)

If you received an item in the wrong size, color, or style, please contact our Customer Experience Team for assistance.

For Any Other Issues

If you experience any other issues with your order, contact us as soon as possible so we can provide an efficient resolution.