---
title: My Order or Part of My Order Has Not Arrived
description: Missing all or part of your school photo order? Learn which products ship separately and what information helps Van Gogh review an outstanding item.
---
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# My Order or Part of My Order Has Not Arrived
## Identify the item you are waiting for, check any item-specific delivery information, and get help when you need it.
**Receiving only part of your school photo order does not automatically mean something was lost or forgotten.** Class composites, magnets, and other specialty photo products ship separately from regular photo prints. However, a separate-shipping policy does not confirm the status of your particular order.
## My photos arrived, but another item did not
The next step depends on the product you are waiting for:
- **Class composite:** For most schools, composites do not ship to the school for distribution until after January 1. School proofing and approval must also be complete before printing and shipment. January 1 is not a guaranteed shipping, arrival, or handout date. See [class composite delivery](https://support.vangoghphoto.com/class-photo-or-composite-arrives-later?hsLang=en).
- **Magnet or another specialty product:** It is fulfilled separately and can arrive before or after your photo prints. See [specialty product delivery](https://support.vangoghphoto.com/specialty-products-arrive-separately?hsLang=en).
- **A standard print, such as an 8×10 or 5×7:** Tell us exactly which print and quantity are missing. We should review that item rather than assume the composite or specialty-product explanation applies.
- **A digital download:** This is an electronic product, not an item packed with your prints. Follow the digital-delivery instructions for your order, or contact us if you cannot find or access the download.
The January 1 timeframe applies to most schools' class composites, not to all products or every school's schedule. It does not confirm the status of your particular item. You can ask Van Gogh for help before or after January 1; you do not need to wait until that date to request an order review.
## What should I check?
Compare the products you received with your order confirmation, if available. Keep any packaging or packing slip you still have. If you received more than one shipping notice, check which items each notice covers. A tracking update for one package may not describe the status of the entire order.
These checks can help, but you do not need to complete every step before contacting customer service. Packaging photos can be useful when requested; they are not a requirement for asking us to review an outstanding item.
## What if my entire order has not arrived?
Let us know whether your order was intended for home shipping or school delivery. For a home-shipped order, share any tracking information you have. For school delivery, the school may be able to tell you whether packages have been handed out, while Van Gogh can review the order itself.
You can contact Van Gogh even when you do not know whether school distribution is complete. You do not need to ask the school to investigate Van Gogh's production or shipping records.
## When does an item need customer service review?
Please contact us if a communicated estimate has passed, the school reports distribution is complete but your item is absent, the specific item's tracking shows delivered but it has not arrived, or the item is incorrect or damaged. You can also request a review whenever the delivery status is unclear or the separate-shipping explanation does not address your concern.
## What information is helpful?
Send your order number, if available, your student's name and school, which products you received, and the exact product and quantity you are waiting for. Include a relevant delivery notice or tracking number if you have one. If you already supplied those details in an existing conversation, continue that conversation rather than starting over.
Visit the [Van Gogh Help Center](https://support.vangoghphoto.com/?hsLang=en) to contact our team. Please do not send full payment-card numbers, passwords, or other sensitive account information.
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