If you placed an order and no confirmation email arrived, it almost always comes down to one of four things. Work through them in this order.

1. Check your spam, junk and promotions folders

Order confirmations are automated, and mail providers sometimes file them away. Search your mailbox for the sender address rather than scrolling: search for vibekayaks.com.

2. Check whether you were actually charged

This is the fastest way to tell whether an order exists at all. Look at your bank or credit card statement for a charge around the date you ordered.

• No charge? The checkout did not complete. No order was created and nothing is owed. You are free to place it again.
• There is a charge? The order exists and we can find it. Go to step 4.

3. Consider which email address and which store you used

Two common causes of a missing confirmation:

• The order was placed under a different email address than the one you are checking, for example a work address or a partner's address.
• The order was placed through a marketplace such as Amazon rather than on our own website. In that case the confirmation comes from the marketplace, not from us, and we cannot see it in our store records.

4. Check your order status online

You can look up order and shipping status here at any time: https://vibekayaks.com/pages/tracking

5. Still stuck? Contact us with these details

Reply to us or email contact@vibekayaks.com with as many of the following as you have, and we will locate the order and resend your confirmation:

• The email address you used at checkout
• The date of the order, and the date of the charge if there is one
• The full name and shipping address on the order
• The item or items you ordered

Please do not place a second order to work around a missing confirmation, as that usually results in a duplicate charge that then has to be refunded. Contact us first and we will confirm what exists.