We will always do our best to proactively notify you when an item is shorted or substituted on your order, as we understand how important this information is.
When our team needs to short items on your order prior to the order being sent to the warehouse for fulfillment, they will email you directly letting you know the item is no longer available, as well as provide you with additional availability details so that you can plan accordingly. If there is a logical substitution option, we will always adjust your order with the substitute and also include this information in the email in case you would like to make any additional adjustments.
Alternatively, if an item requires being shorted or substituted by our warehouse team during the fulfillment process, we will alert you in our automated shipment/invoice emails as shown in the images below.
If you are not already set to receive these emails, please view the article titled "How can I subscribe to order confirmation/notification emails and company news emails?"
Examples of short and substitute notifications due to adjustments during the fulfillment process, included in our shipping/invoice confirmation emails:
For further assistance, please send us a support ticket here or contact our office locations listed below.
If you still require assistance and would like to speak directly with an agent, please email us here, or call us using the phone numbers listed below. Thank you!
Bronx, NY Headquarters: (718) 860-9100 Boston, MA Warehouse: (617) 889-0047 Philadelphia, PA Warehouse: (267) 921-0300 Washington D.C. Warehouse: (443) 733-3400