I didn't receive an order confirmation email. What should I do?Updated 2 months ago
Quick Answer
If you didn't receive an order confirmation email, first check your spam or junk folder - confirmation emails are often filtered there. If you still can't find it, verify that your payment was processed, then contact our support team at [email protected] with your order details, and we'll locate your order and resend the confirmation.
Step 1: Check Your Email Thoroughly
Before assuming your confirmation email wasn't sent, check these common locations where it may have landed:
Spam or Junk Folder
This is the most common reason customers don't see their confirmation emails. Automated order confirmations are frequently filtered as spam by email providers.
- Open your spam or junk folder
- Look for emails from CENTR, Shopify, or order confirmation senders
- Search for "order confirmation" or your order number if you saw it during checkout
- If found, mark as "Not Spam" and move to your inbox
Promotions or Other Folders
Some email providers automatically sort emails into categories:
- Gmail: Check the Promotions tab and Updates tab
- Outlook: Check the Other or Clutter folder
- Yahoo: Check bulk or promotional folders
Search Your Entire Inbox
Use your email search function to look for:
- "CENTR"
- "order confirmation"
- "Shopify" (our order system)
- "#" followed by numbers (order number format)
- The date you placed your order
Verify the Correct Email Address
Confirm you're checking the email address you used during checkout:
- Did you use a different email than usual?
- Could you have typed your email incorrectly during checkout?
- Do you have multiple email addresses you might have used?
Step 2: Wait a Few Minutes
Order confirmation emails are usually sent immediately (within 1-2 minutes), but sometimes there can be brief delays:
- Wait 10-15 minutes after completing your order
- Check your email again including spam folders
- Refresh your inbox to ensure you're seeing the latest emails
Email delivery delays are rare but can happen due to server load or email provider processing times.
Step 3: Verify Your Payment Was Processed
Check if your payment went through, which confirms your order was placed even if you didn't receive the email:
Check Your Bank or Credit Card
- Log into your bank account or credit card account online
- Look at recent transactions or pending charges
- Search for charges from CENTR or the equipment order amount
- Check both pending and posted transactions
What the Charge Indicates
- Pending charge visible: Your order was likely placed successfully
- Posted charge visible: Your order was definitely placed successfully
- No charge visible: Your order may not have completed, or it's too soon for the charge to appear
If you see the charge, your order went through, and you just need to get your confirmation email resent.
Step 4: Contact Support for Confirmation Resend
If you've checked thoroughly and still don't have your confirmation email, contact our support team to locate your order and resend the confirmation.
Email Our Support Team
Send an email to [email protected] with the subject line "Missing Order Confirmation - Please Resend"
Include This Information
To help us locate your order quickly, provide:
- Email address: The email you used when placing the order
- Order date and time: When you completed your purchase (approximate is fine)
- Order amount: The total amount charged (approximate is fine)
- Payment method: Type of card used and last 4 digits
- Items ordered: What equipment you purchased, if you remember
- Billing name: Name on the payment method
Example Email
"Hi, I placed an equipment order today around 2 PM but didn't receive a confirmation email. Can you please locate my order and resend the confirmation? My email is [email protected], and I ordered approximately $250 worth of equipment using a Visa ending in 1234. Thank you!"
What Happens Next
- Our support team will search for your order using the information provided
- If found, they'll resend your order confirmation email within a few hours
- You'll receive the resend at the same email address used for ordering
- The confirmation will include your order number and full order details
Preventing Future Email Issues
To ensure you receive future emails from CENTR (shipping confirmation, updates, etc.):
Add to Safe Senders
- Add CENTR's email addresses to your contacts or address book
- Mark CENTR emails as "Not Spam" if they land in spam
- Add the sender address to your safe senders list
Create Email Filters
Set up a filter or rule in your email to:
- Automatically move emails from CENTR to your inbox
- Flag or label CENTR emails for easy identification
- Never send CENTR emails to spam
Check Email Regularly
- Check your email within a few minutes after placing orders
- Regularly review your spam folder for important emails
- Keep your email inbox organized to spot confirmations easily
Common Reasons for Missing Confirmations
Typo in Email Address
If you mistyped your email address during checkout, the confirmation went to the wrong address. Contact support with your payment information so we can correct your email and resend.
Email Provider Blocking
Some email providers have strict spam filters that block automated emails. If confirmations repeatedly don't arrive:
- Check your email provider's blocked senders list
- Adjust your spam filter settings
- Consider providing an alternate email address for orders
Order Didn't Complete
If your payment wasn't processed, your order may not have completed:
- Check for a charge on your card - no charge means no order
- You may need to place the order again
- Verify your payment information was entered correctly
Technical Issues During Checkout
Rarely, technical issues can prevent confirmation emails from sending:
- Browser crashed during final step
- Internet connection lost at checkout
- Server error during order processing
Contact support to verify if your order went through.
What If I Never Placed an Order?
If you received an order confirmation for an order you didn't place:
- Check if someone else in your household placed the order using your account
- Verify the email is actually from CENTR (not a phishing attempt)
- If it's a legitimate CENTR order you didn't authorize, contact us immediately at [email protected]
- We can investigate and cancel unauthorized orders
Need Immediate Help?
If you need urgent assistance with a missing confirmation email:
- Email [email protected] with "URGENT: Missing Order Confirmation" in the subject line
- Include all the details listed above
- Mention if you need the order expedited or have time constraints
- Our team monitors emails throughout business hours and will prioritize urgent requests
Common Questions
How long does it take to get a confirmation resend?
Once you contact support, they typically locate and resend confirmations within a few hours during business hours. The email arrives within minutes after they send it.
Will the resent confirmation look different from the original?
No, it will contain the same information - your order number, items, total, and shipping details.
Can I still track my order without the confirmation email?
Yes, but you'll need your order number. Contact support to get your order number, and they can also provide tracking once your order ships.
What if my email address was entered wrong?
Contact support with your payment information. They can locate your order, update your email address, and send the confirmation to the correct address.
I found a charge on my card but can't find any email. What does this mean?
This means your order was successfully placed and payment processed, but the confirmation email wasn't delivered or went to the wrong address. Contact support to get the confirmation resent.