Complaints

This profile includes complaints for Bestop, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bestop, Inc.

  11030 Circle Point Rd Ste 450 Westminster, CO 80020

• 

  Bestop, Inc.

  2100 W Midway Blvd. Broomfield, CO 80020

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/14/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 24, 2025 I ordered 2 Bikini tops and a set of hood latches. Shortly after I received tracking numbers and received both bikini tops in OEM packaging with shipping labels on the boxes but no hood latches.I emailed and informed Bestop I had not received the hood latches as asked via their website. Getting no response for a week I replied to the automated email saying someone would contact me in 48 hours and not to submit another claim. Another week went by and I still did not receive any contact.Two weeks later I received a generic email stating they were busy and could not answer my email. If I still needed help I should call their telephone number. Several calls into their number at various times of the day respond with an automated system stating waiting times are currently 1 to 2 hours.On July 14, 2025 they sent me an email to please review the hood latches I purchased. Talk about not caring about the customer base. If you cant send me my item please refund my money!

  Business Response

  Date: 07/15/2025

  We apologize for not responding to our customers email in a timely manner, but we have experienced extremely high volumes of calls and emails and are doing our level best to respond to all of our customers. Please see the two attached PDF's files for clarification of the customers issue. The 1st shows the item he claims he did not receive being shipped on the same day and time as the items he received under ***** tracking number ************ on May 30th and the 2nd PDF shows ***** proof of delivery on June 2nd at 16:03. Based on our warehouse records showing all items he ordered where shipped, and ***** tracking and proof of delivery showing all items were delivered, we do not have an explanation as to why he claims he did not receive the latches he ordered.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23599078
  
  I am rejecting this response because:

  Thank you for finally responding.  The order was for (3) items including (2) Bikini tops and (1) set of hood latches.  When you shipped the items you provided me with (2) ***** tracking numbers, (************) and (************).  Both ***** tracking numers reference a picture of (2) OEM Bikini Top boxes sitting side by side in front of my gate with no box for the hood latches.  I have attached the pictures that ***** has on their website for both tracking numbers for your reference.  It is clear there is no box of hood latches in either picture.

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 07/22/2025

  After fully reviewing the customers issue, and even though all of our internal records show the item the customer stated was missing was picked/packed/shipped and a ***** label was created and the item was picked up by ***** and shows as delivered, as a goodwill gesture we are sending the order a second time. The following email was sent to the customer today: 

  I want to start by sincerely apologizing for the delay in our response. I completely understand how frustrating it can be to wait longer than expected, especially when youre seeking assistance. During this busy season, weve experienced a significant increase in inquiries, and I want to thank you for your incredible patience and understanding.
   
  I also want to emphasize our automatic email response that advises, "FOR FASTER RESPONSE TIME, PLEASE SUBMIT ONLY ONE EMAIL REQUEST. Multiple requests can cause delays." I know this might seem counterintuitive when youre eager for a resolution, and I truly appreciate your cooperation.
  
  I understand that you were missing the hood latches from your order, here is your warranty order for that missing package SO465067, you should see that in 7-10 business days.

• Initial Complaint

  Date:06/26/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order placed on 5/27/25. As of 6/26/25 still says awaiting shipment. Submit an email form to the company three times that says will respond in 48 hours. Two weeks after initial submission received a generic email Back saying sorry we didnt reply to to resubmit if there is still an issue. Have attempted to call several times but wait times are noted as ****** minutes for assistance.Absolutely not able to receive an update about my order status and feel scammed out of my money.

  Business Response

  Date: 06/27/2025

  Subject: Order ****** Resolution and Update
  Thank you for bringing your concerns to our attention, and please accept our sincere apologies for the frustration and inconvenience youve experienced. We recognize the impact that lack of timely communication and order uncertainty has had, and we deeply regret that your experience did not meet the level of service we aim to provide.
  After thoroughly reviewing your case, I want to personally address your concerns and provide immediate clarity:
  Order Status: Your order includes a trail cover that is currently backordered due to international supply chain disruptions, particularly tied to tariff-related delays out of *****. At this time, we unfortunately do not have a confirmed ETA for the trail cover.
  Available Resolution: In light of this, we have proactively initiated a split shipment for the remaining items that are in stock. Additionally, we are processing a full refund for the trail cover so that you're not further impacted by the delay.
  Communication Delays: We fully acknowledge that your initial outreach was not addressed appropriately or in a timely manner. This lapse is not in line with our standards, and we are actively working internally to ensure a stronger, more responsive communication structure is in place moving forward.
  We understand that this experience has led to disappointment and concern, and we are taking your feedback seriously as a learning opportunity to drive improvements across our customer service and fulfillment systems.
  Should you have any further questions or if there's anything else I can assist you with directly, please do not hesitate to reach out. You may contact me personally at ************** or call our main line at ************** and select the callback option to receive a return call by end of business day.
  We value your business and your trust and truly appreciate your patience and understanding.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23525196
  
  I am rejecting this response because:

  Split shipment and credit noted in their reply have still not taken place at this time. I have not received my shipment nor have I received the credit that they are referencing. Would like the business to supply a full credit at this time as this has been a miserable experience and Ive already bought from a different company.

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/08/2025

  Hello,

  Thank you for bringing this to our attention, and we truly regret the inconvenience and frustration this experience has caused.
  We completely understand where you're coming from and sincerely apologize for the delays and lack of clarity in communication. Please know that we have canceled your order in full on our end, and you can expect to see the refund processed back to your original form of payment within the next 5 to 7 business days. The exact timing may vary slightly depending on your financial institution's processing timeline.
  Again, we appreciate your patience and understanding. While we regret that this transaction didnt meet expectations, your feedback is valued and will be used to improve our processes moving forward.
  If you have any further questions or need confirmation once the refund has posted, please dont hesitate to reach out.

  Customer Answer

  Date: 07/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Awful customer service and return policy. Major company that does not allow returns on replacement parts that havent been used, even for store credit. Waited 5 weeks to hear back from them to be told, sorry, its our policy. Will never buy from this company again and will spread the word to my Jeep friends to stay away also.

  Business Response

  Date: 06/25/2025

  We sincerely apologize for the time it took to respond to our customers email. It is our busy season and we are experiencing an extremely high call and email volume and we respond to customers in the order which their questions and concerns are received. We have sent the following email to our customer indicating that we are shipping a Sunscreen to here as a goodwill gesture for the experience she has had: 

  Dear Ms. *************** you for your continued patience and for allowing us the opportunity to address your concerns. We sincerely apologize for the delay in resolving this matter and for the frustration and inconvenience youve experienced throughout this process.
  At Bestop, we are committed to delivering exceptional service and support, and it is clear that in this case, we did not meet those expectations. While our return policy generally does not allow for refunds on service parts, we understand that your circumstances were uniquestemming from a broken open-box Sunrider purchased elsewhere, misidentified missing parts, and multiple attempts to resolve the matter in good faith.
  In recognition of this, and as a gesture of goodwill, we have processed a complimentary Sunshade for your Sunrider for Hardtop. Your order number is SO450068, and it has been entered for fulfillment. You can expect delivery within 710 business days. 
  We truly appreciate your loyalty, particularly with your recent direct purchase through our Memorial Day promotion. We hope this resolution helps to restore your confidence in our brand and demonstrates our commitment to doing right by our customers.
  Should you need any additional support, please do not hesitate to reach out to me directly or contact our Customer Experience Team at **************.

  Customer Answer

  Date: 06/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a cap for my truck on 5/26/25. It was finally shipped that Friday after I had called requesting status on it. During shipment it got delayed ******* in CT and stated in tracking that label was destroyed and ***laced. ***** arrived on 6/05 with the package however the box was literally destroyed. It was open on three of the four corners, I could clearly see visible damage of the rails. It appeared it had fallen out of the truck and run over. ***** even recommend I just refuse delivery due to the condition which I did. I contacted Bestop customer service immediately and inquire how I can get a new one sent out. The *** stated that typically I should have made a warranty claim, I explained that it wasnt a manufacturing issue it was a shipping issue to which he said that they do cover that. The *** then told me once they get the item back they would issue a refund and I could reorder the item. The *** then called me back about a minute later to inform me since I didnt return it properly by getting a RMA number I would be charged an extra 20%. I then spoke to supervisor and explained I didnt return it it because I never took possession of it. She stated they consider that the same thing. I explained that I wasnt asking for a refund I just wanted the product that I ordered. She stated she would make a note to see if they could waive the 20% but couldnt guarantee it. She stated I shouldve kept the package and gone through it and they would send me what was broken or missing. Since that conversation on 6/05 I have emailed the company 3 times with no response. I have tried calling several times but the wait times are over an hour to speak to a ***.

  Business Response

  Date: 06/24/2025

  We appreciate the opportunity to respond to ******** concern and want to first thank him for his communication throughout this process.

  Upon reviewing the order, we found that it had been marked as "Return to Sender." Based on this status, we were expecting the package to be returned to our warehouse so that we could promptly ship a replacement. However, the return was not properly processed and was instead marked as delivered to a ***** facility, which meant we were never alerted that the package had made its way back to us.
  As soon as we identified the issue, we contacted ****** directly to discuss how best to resolve the matter. We offered him two options: a full refund or to release a replacement order from hold and have it shipped immediately. ****** chose to proceed with the replacement, which weve processed under warranty order SO438661.
  We want to express our sincere appreciation to ****** for his patience and understanding. We value his business and are committed to ensuring that he receives the level of service he deserves.

• Initial Complaint

  Date:06/19/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number #******. I paid $1113.51 for a topper and bag. When I received it and attempted to install the item with instructions, the front rivets broke. I contacted the warranty **** asap and they sent me replacement rivets. I couldnt utilize this item on the Texas trip I was supposed to. Came home from the trip, packed everything up and returned it. I only received back half of my payment. I only had this item for less than 30 days. Didnt even use it. I talked to a customer service rep *** and she told me due to the canopy being damaged, they had to throw it away. There wasnt any damage to the canopy when I packed it up and sent it other than the rivets. She sent me photos of that damage and you cant see anything from the photos. The photos attached show no damage. I think they just didnt want to pay me what was owed.

  Business Response

  Date: 06/20/2025

  Dear *****,
  Thank you for reaching out regarding your recent return. I understand your concern about receiving only a partial refund, and I appreciate the opportunity to provide some clarification.
  After a thorough review of your returned item, we found that it was not packaged in accordance with our return policy. As stated in our guidelines, items must be carefully repackaged in their original packaging and in the same condition in which they were received. Unfortunately, the soft good portion of the topper was rolled up in a manner that caused significant damagespecifically, the vinyl windows sustained severe scratching, and the fabric was heavily creased.
  While we were able to salvage the hardware, which arrived in acceptable condition, the damaged soft components could not be restocked or resold. As a result, we were only able to issue a partial refund reflecting the value of the components returned in good condition.
  We understand that returns can sometimes be challenging, and we do our best to be as fair and transparent as possible in these situations. If you have any further questions or need assistance with future orders, please dont hesitate to reach out.
  Thank you for your understanding.

• Initial Complaint

  Date:06/18/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bestop replace a top for my 2013 Jeep Wrangler JK on 5/26, and when I received it on 6/9 it was for a TJ. As soon as I found this out I messaged customer service and they stated they would send me another one. This was on 6/16, now I cant get a response from them, I need this top asap. **************** phone lines are off despite me calling after 8am MST.

  Business Response

  Date: 06/18/2025

  The customer filed ******************** review ****** on Saturday 6/14/25 and we responded to the review on Monday 6/16/25 as follows: We sincerely apologize for the inconvenience this has caused. The customer received the wrong product due to an error made by our warehouse. He contacted our customer service team, and we have processed a return for the incorrect item. Additionally, we have placed a warranty order, so he will receive the product he originally ordered. 

  As stated in our response, we processed his return for the incorrect top he received and have shipped the correct top to him on 6/18/25 ***** tracking number 390128142972. Normal shipping time, once an order is placed, is 2-3 business days and his order was shipped within 2 days of being entered into our system. Once again, we apologize for the original order mis-shipment and have rectified our mistake by returning the incorrect item and shipping the correct one.

  Customer Answer

  Date: 06/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 21, 2025, I purchased a Trektop Glide replacement top for our 2019 Wrangler. The top arrived, and after installation, I noticed the the side windows, in the back, had "chemical stains" on them. I reached out to Bestop and submitted a warranty claim, and on May 2, they informed me they were sending me replacement windows.A few days later, the new windows arrived, and one of the windows (I believe the driver's side) had a big sticker on the vinyl window and a large imprint, in the vinyl material. I tried removing the sticker (carefully) and it left quite a bit of residue on the window, which I was able to remove with alcohol. However, the imprint in the vinyl window material remained, even after a few days, so I responded to the e-mail Bestop sent me about the replacement windows to let them know about the imprint in the replacement window, and I asked for another replacement. After several weeks of no response (and several follow-up emails with still no response), I filed a new warranty claim on 5/27/25 in hopes that would help. Today is June 16, 2025, and they have yet to respond to the new claim (or the previous ones), and I still have a replacement side window with a massive dent in it.I've tried calling customer service (several times), and the hold time is routinely 1-2hrs (per their automated system), and the "we'll call you back" process they offer never works either. All I want is a replacement side window that is not defective. For a company this big and prominent, in the *************** it should not take 2 months to get this resolved.

  Business Response

  Date: 06/17/2025

  Hello,
  We sincerely apologize for the delay in our response and appreciate your patience. I completely understand how frustrating it can be to wait longer than expected, especially when youre seeking assistance. During this busy season, weve experienced a significant increase in inquiries, and I want to thank you for your incredible patience and understanding. We're very sorry for the issue with the sticker placement on your window. Typically, when labels are applied, we ensure they are placed only on the fabric portion to avoid exactly this kind of situation. Unfortunately, this appears to have been a human error, and we take full responsibility. To make things right, we are processing a warranty replacement for your driver-side window and are working to have the new part shipped overnight to you. Here is your order number SO445034, we plan to respond to your case with the tracking information where we have requested if this can leave our warehouse before the end of the day. 
  

  Customer Answer

  Date: 06/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a soft top for our Bronco. We installed it and the noise made by the fabric flapping in the wind and the bars rattling was so bad and so loud. This did not happen on another top we have from the company so we think ot was a bad top. Then it rain 2 nights and it leaked. It was tight on the roof of the car and assembled correct. We immediately took it off and called to get a return because of both of those issues and it should have been fully refunded due to warranty but they said we had to send it back and they would reinstall it and test it and it may be subject to 20% restocking fee. They sent us a return label and we sent it back. We had no choice but to send it back and attempt to get our full refund on a defective product. I had to call and the wait time was over an hour so they called us back but we missed the call. We never got a response on our case via email on whether they tested it, assuming they never did. We got a credit back on our card for the amount of our order minus the 20% restocking fee of $342.38. This product was defective and we should have got our full amount paid back. If I just didnt want to item then I understand a restocking fee but this product was defective. And based on other comments we are seeing we are not the only people having trouble with communication. I feel we need to be refunded the rest of our order of $342.38.

  Business Response

  Date: 06/16/2025

  When we were contacted by the customer we attempted to work with them via our warranty process and had them send in photos in an attempt to troubleshoot the issues they identified. After sending in photos and discussing over the phone, the customer stated they wished to return the top. They were informed of our return policy, which states as follows: If the product has been opened or used, the return will be subject to a 20% processing fee. Products that are unopened and in NEW condition are not subject to a processing fee. We issued the customer an *** and return label, and once the top was received it was evaluated and a test fit was performed by our quality team and the customer was informed of the following via email on 6/04: As noted, this item was returned on the 19th. It requires time for the return process to transition from the dock to our quality team for thorough testing and fitting. The quality team finalized their test fitting the day prior to the issuance of your refund. Please be informed that no manufacturer issues were identified during this evaluation. Consequently, the 20% deduction will still be applied, as indicated in our correspondence with you via email and on your Return Merchandise Authorization (RMA). As the top had been installed on the customers ****** and no manufacturing defects were found when the top was test fitted upon return, the 20% has been applied and the customer is not due a further refund. 

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23427081
  
  I am rejecting this response because:
  We do not show any email was sent to us that it was tested.  We decided to return it because after talking to your customer service team it was made to sound like there was nothing that could be done warranty wise with the issues that we were having and it was better to return it because it was getting close to the end of our return window.  We did not want to lose out on being able to send the product back and we had no doubts that the noise it made was not normal and nobody would ever approve a product that sounded like that and then the leaking on top of that.  We since have purchased another OEM top and it does not make noise and no leaking has occurred so we know that we installed your product correct and it was defective.  Unfortunately we have steered customers away from your product since this product issue for this particular product.  This product has clearly had issue based on other things we have read since returning it and yes we did know the return policy but when the product has major issue like our did, this should be waved and we should have received a full refund.
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a soft top for my Jeep Wrangler. I tried to post a 3 out of 5 star review that was a fair assessment of the product. The product is good overall but some parts were slightly damaged, install was more difficult than advertised, and the provided installation instructions were poor. The issue is that Bestop did not post my review. They give the appearance of their products being reviewed honestly but appear to be suppressing reviews. I may have made a different choice if I had known this about them since it shows they don't actually stand behind their products/want their customers to be properly informed.

  Business Response

  Date: 06/04/2025

  The customer purchased a Supertop Glide on 5/15/25 and our review survey has not been sent out to him yet via Yotpo, which is the third party provider we use for customer reviews which are subsequently published on our website. As such, we do not know where the customer is claiming he left a review on our company and do not have a way to verify any such review. Bestop does publish reviews that we receive via ***** on our website, so once the customer receives the email asking for a review of his purchase and experience, he will see that review on **************************.

• Initial Complaint

  Date:05/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had ordered a part from them 2 weeks ago and I havent received it or heard from them. I tried to get on there website and it was no longer there so is this a scam or no but I want my part or my money back either one.

  Business Response

  Date: 05/27/2025

  Hello,
  I have reviewed your order and can confirm that the part is currently in stock. Last week, we regained access and resumed our regular shipping operations after experiencing some difficulties the prior week. This morning, I have requested our warehouse team expedite the shipment of your order, and you should receive tracking information later today.
  
  Regarding the status of your order, you can utilize our order lookup feature on our website. By entering your order number and email address, you will be able to view the status of your order, which should indicate "Awaiting Fulfillment," meaning it is still in the process of being picked. We sincerely apologize for any lack of communication regarding your order; it should have departed from our warehouse on schedule.