If there is a problem with one or more of your customer orders, (i.e. damaged item, lost/delayed shipment, wrong item sent, etc.) please Submit a Warehouse Ticket so that our fulfillment team on the ground can rectify the issue as soon as possible.
To submit a warehouse ticket, go to Fulfillment > Orders & Fulfillment > Fulfilled Orders > Submit Warehouse Ticket.
This will notify our logistics team immediately, and your issue will be resolved within 1 business day. Our Customer Care team will reach out to you as soon as the issue is resolved, and provide you with tracking information or a return label, where applicable.
Order & warehouse-related issues
For anything tied to an order or warehouse operations, please Submit a Warehouse Ticket. This includes:
Order replacements
Damaged items
Lost or delayed shipments
Wrong item sent
Inventory or packing issues
Any issue that requires action from the warehouse floor
A Warehouse Ticket ensures the issue is routed directly to our logistics team and handled as quickly as possible. A warehouse ticket must be submitted for any order-related issue.
For billing-related questions, audits, and inventory counts, please email support@pietrastudio.com. Warehouse tickets should not be submitted for this type of question.
How to submit a Warehouse Ticket for a specific order:
Go to Fulfillment
Select Orders & Fulfillment
Open Fulfilled Orders
Navigate to the order you’d like to create a ticket for
Click Submit Warehouse Ticket
Once submitted, our logistics team is notified immediately. Most issues are resolved within 1 business day. Our team will respond once resolved and share any next steps.
Billing-related questions
For billing questions (invoices, charges, payments, or account billing issues), please contact support@pietrastudio.com. Billing inquiries are handled separately from warehouse issues to ensure the right team handles these questions and for faster resolution.