Didn’t get an order confirmation email?

If you placed an order but don’t see a confirmation email, first search your spam, junk and promotions folders, then check that the email address you typed at checkout was correct. Next, try finding the order on our order lookup page. If none of that works, contact us with your name and shipping address, and we’ll find the order and resend the details.

Step 1: search every folder, not just the inbox

Most missing confirmations aren’t missing at all. Email providers sort messages automatically, and an order email from a store you’ve never bought from before is an easy candidate for a side folder. Search for “Quell” or “order” across all mail, rather than scrolling the inbox. Places to look:

• Spam or junk, the most common hiding spot for a first-time sender.
• Promotions, updates or other tabs that some email apps add on top of the inbox.
• A “focused” or “other” split, if your mail app uses one.
• Archive or all-mail views, in case a rule filed the message automatically.
• A second email account, if you have personal and work addresses and aren’t sure which one you used.

If you find it in spam, mark it as not spam. That helps the shipping email with tracking reach your inbox later.

Step 2: check the address you typed

A single wrong letter sends the confirmation to someone else’s inbox, or nowhere. Common slips include a missing letter in the name, a transposed pair, “.con” in place of “.com,” or an old address your browser autofilled. Our guide on mistyping your email at checkout covers what to do if that’s what happened.

Step 3: make sure the order actually went through

Sometimes the problem isn’t the email but the order itself. If the page closed, the connection dropped or a payment step didn’t finish, there may be no order to confirm. Signs the order went through:

• You saw a thank-you or confirmation page after paying.
• Your bank or card app shows a matching charge or pending transaction.
• The order appears when you search for it on the order lookup page.

If none of those is true, the order probably didn’t complete. Before trying again, check your card statement once more so you don’t end up with two orders. If you’re unsure, contact us first, and we can check.

Look up the order yourself

Checkout doesn’t require an account, so there’s no login with an order history. The order lookup page fills that gap: use the details you entered at checkout to find the order and see its status. If the lookup finds your order, you know it went through even if the email never arrived, and you can note the order number for anything you need later.

Step 4: contact us

If you still can’t find it, reach out through the contact page or call 615.465.6041, M–F 9AM–5PM CST. To help us find the order quickly, have these ready:

• The name and shipping address on the order.
• The email address you think you used, and any other one you might have typed.
• The approximate date and time you ordered.
• How many bottles you bought.

You won’t need to share your card number to get help. If anyone claiming to be us asks for card details by email or text, don’t reply.

Is the email I did get really from Quell?

The opposite problem happens too: an email that looks like an order confirmation, but for something you don’t remember buying, or with a link asking you to “verify” payment. Don’t click links in a message you weren’t expecting. Instead, go to the site directly and use the order lookup, or contact us. Our guide on whether an eye drop order email is real walks through the warning signs.

What comes after the confirmation

Once an order ships, you’ll get a second email with tracking. We don’t promise a delivery date, so tracking is the way to follow the package. If that shipping email doesn’t show up either, the same steps apply: search all folders, check the address and look the order up. When the bottles arrive, each holds .33 fl oz (10 mL), and the label’s directions read: Apply 1 drop 3 times per day in each eye.

If you change your mind, unopened bottles can be refunded within 30 days of delivery, and you don’t have to send them back. If a package arrives damaged, incorrect or with a broken seal, contact us and we’ll replace it.