My Order or Part of My Order Is Missing
Check school distribution, separate shipments, and package contents before reporting the exact missing item to Van Gogh.
Quick answer: Keep the packaging and compare every item with the order confirmation. Some class, team, digital, retouched, or specialty products are delivered separately.
If the entire order is missing
- Confirm whether the order was school delivery or home shipping.
- For school delivery, ask whether distribution is complete and check the student’s classroom, teacher, team, or school office.
- For home shipping, review the tracking status and delivery address.
- Confirm that the order was completed and has an order number.
If part of the order is missing
- Keep the envelope, box, packing slip, and all received products.
- Compare the contents with the package name and order confirmation.
- Remember that one print sheet can contain several smaller prints.
- Check for a separate digital-delivery email.
- Check whether a class photo, composite, team photo, retouched item, or specialty product is scheduled separately.
- List the exact product and quantity missing.
Do not discard evidence
Photographs of the package, label, packing slip, and received contents help Van Gogh determine whether the issue occurred in production, packing, shipping, or school distribution.
Important: Do not mail the package back unless Customer Support provides instructions. Most missing-item corrections can begin from the order number and clear photographs.
Still need help?
Use the Van Gogh Help Center to search for an answer or submit a private support ticket. You can also email info@vangoghphoto.com or call 847-382-2282.
Please include:
- Order number
- Student’s full name and school
- Delivery method
- Every item received
- Exact item and quantity missing
- Photos of the package, label, packing slip, and contents
- Tracking number, if home shipped
For your security, never send a full card number, security code, banking password, or account password.