Something wrong with your delivery? If an item or part is missing, arrived damaged, or isn't what you ordered, we're here to help. Use this guide to check a few things first, then contact us with the details below so we can review the issue.
Choose Your Situation
An Item or Part Is Missing
- Check your order confirmation. Orders with multiple items may ship in separate boxes on different days. Check each tracking number.
- Check all packaging. Small parts, hardware, and accessories may be packed inside the product box, inside foam inserts, or taped to the product. Compare what you received against the What's in the Box or carton contents list in your operator's manual.
- Still missing? Contact Shop Joe Customer Support with your order number, the missing item or part, and a photo of everything you received.
Sun Joe pressure washer owners: If you're looking for the needle clean-out tool, see Where Can I Find the Needle Clean-Out Tool for My Sun Joe Pressure Washer? for product-specific guidance.
An Item Arrived Damaged
- Do not use a damaged product. Keep the product and all packaging until your request has been reviewed.
- Take photos of the damaged item, the shipping box (all sides), and the shipping label.
- Contact Shop Joe Customer Support with your order number and photos. If you purchased Package Protection at checkout, you can also file a shipping claim.
You Received the Wrong Item
- Compare the model number on the product label with the item on your order confirmation.
- Do not use or assemble the item.
- Contact Shop Joe Customer Support with your order number and a photo of the product label. The team can review the next steps, including any applicable return instructions.
Your Package Shows Delivered but Hasn't Arrived
Check around your door, mailbox, garage, and with neighbors. Carriers sometimes mark packages delivered early, so allow one additional business day. See Order Support for more steps.
What to Send Us
| Information | Why It Helps |
|---|---|
| Order number | Helps us find your order and shipment. |
| Email address used at checkout | Helps us locate and verify the order. |
| Item or part that is missing, damaged, or incorrect | Identifies the specific issue. |
| Photos of the product, box, and shipping label | Helps our team review the request. |
Purchased from another retailer? For orders placed with Amazon, The Home Depot, or another retailer, contact that retailer about missing or damaged shipments. For missing parts from the product box, Shop Joe Customer Support can still help.
Need More Help?
Need help with a missing, damaged, or incorrect item? Contact Shop Joe Customer Support. Have your order number, complete model number (if applicable), and relevant photos ready.