What should I do if I'm missing assembly hardware?Updated a month ago
Quick Answer
If your CENTR equipment arrived incomplete or with missing parts, contact us immediately at [email protected]. We'll ship the missing parts within 1-2 business days at no charge, and you won't need to return anything.
How to Report Missing Parts
When you discover missing parts during assembly or unboxing, follow these steps:
- Contact support quickly: Email [email protected] within 30 days of delivery for fastest processing
- Use a clear subject line: "Missing Parts - Order #[your order number]"
- Don't worry about part names: If you're not sure what the part is called, just describe what you can't assemble or what seems to be missing
What Information to Provide
To help us identify and ship the correct parts quickly, include:
- Order number or purchase date
- Product name: For example, "Walmart Workout Kit" or the specific equipment model
- Description of missing parts: "I'm missing the bolts to attach the handles" or "There are no assembly screws in the box"
- Quantity: How many pieces are missing (if you know)
- Shipping address: Confirm where to send the replacement parts
- Photos (optional but helpful): Pictures of what you received can help us identify what's missing
What Happens Next
Here's the timeline for missing parts replacement:
- Same business day: You'll receive confirmation that we've received your request
- 1-2 business days: Missing parts ship from our fulfillment center
- Tracking notification: You'll receive an email with tracking information
- 5-7 business days: Standard delivery time after shipment
- No return needed: Keep your equipment - we don't require you to return incomplete items
- No charge: Replacement parts for incomplete deliveries are completely free, including shipping
If You're Not Sure Which Part is Missing
Don't worry if you can't identify the specific part. Our support team can help! Just tell us:
- What step of assembly you're stuck on
- What pieces you did receive
- What you're trying to attach or assemble
You can also send photos of the parts you received and where you're having trouble. Our team will identify the missing components and send them right away.
Common Questions
Q: How long do I have to report missing parts?
A: For fastest processing, report missing parts within 30 days of delivery. Parts missing from your original shipment are covered under our delivery guarantee.
Q: Will I be charged for the missing parts?
A: No. If parts were missing from your original delivery, replacement parts and shipping are completely free.
Q: Do I need to return the incomplete equipment?
A: No. Keep your equipment. We'll send you just the missing parts so you can complete your assembly.
Q: What if multiple parts are missing?
A: List all missing parts in your email. We'll send everything you need in one shipment.
Q: Can I pick up the parts somewhere instead of waiting for shipping?
A: Parts ship from our fulfillment center. We're unable to offer local pickup, but we prioritize missing parts orders for the fastest possible shipping.
Need Help Right Away?
If you need immediate assistance identifying missing parts or have questions about your order:
Email: [email protected] (fastest response)
Phone: 714-738-1729 (Monday-Friday, business hours Pacific Time)
Include your order number and a description of the issue. Our support team will help you identify what's missing and get replacement parts shipped as quickly as possible.