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I received incomplete order, what should I do?

If you received incomplete order please check your order in the Gelato Dashboard, if there is more than 1 tracking link then the order was shipped in multiple packages. We suggest checking trackings and seeing the status of delivery.

If there is no additional tracking and some items are missing from the order, you can report the problem in the Gelato Dashboard by going to your order page and clicking “Report Problem”:


Our support team will check this case and place a free reorder if needed. 


What if my customer hasn't received the poster in order placed for the framed poster?

Sometimes the customers might reach out to you about the poster missing from orders placed for framed posters. 

Please note, that the posters and the frames are shipped unmounted but together. 

The posters are put inside the package in a cardboard envelope that can be confused with a cardboard liner that protects the frame. 


The frames will be delivered pre-packed with corners and film, they will be placed in a flat package with strong edges.


We suggest informing your customers about it in case of any issues. 

If the poster was not delivered and there is only 1 tracking link available in your dashboard,  please report the error via Gelato Dashboard as for the incomplete order. We will be happy to check it for you and place a free reorder for the missing poster if needed. 


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