Hello Pedro! You got a loose bag of foam, the inner layer you are referring to is on our products and full bags that you purchase, but a loose bag of foam is just inside of our vacuum seal container and our plastic bags. The inner layers are for the full bags to keep the fill inside of them while the cover is being washed.
Hello Kendra!
Your order was shipped out quite some time ago. Even though it is the holiday season (which sadly leads to delays due to a large number of orders), that should only lead to a worst case of a day or two delay! We will reach out via email to find out what is going on for you!
Hello Luke!
Thank you for providing that and yes based on what you provided via email I am going to assume that it either fell off during transport or someone inspecting the package did not return all the items!
Not to worry though we will get you the new cover!
I do apologize for the inconvenience you faced, but we are more than willing to help you get this missing cover regardless of the review so I was wondering if you would be willing to alter the review with the instructions below?
https://support.trustpilot.com/hc/en-us/articles/201839063-Edit-or-delete-your-review
You will get tracking in a day or two, if that does not come through let me know and I will resend it manually!
Hello!
I do apologize for the wait, but due to the holiday season orders are taking longer than normal to ship out. Thankfully we are caught up on orders and your order has in fact been shipped out. I am assuming by this review you did not receive the automated email that goes out when tracking is uploaded so I will be reaching out to you via email to provide it!
Speak to you soon!
Hello!
I do apologize for the wait there, sadly during the holiday season our orders take longer than normal to ship out and we are very backed up at the moment. I will speak to our warehouse to ensure that yours goes out as soon as possible and you will be getting your tracking number shortly!
We are expecting tracking to be coming through by early to middle of this week.
We will be emailing you directly as well.
Hello! Sadly we do not accept Canadian orders on our website. They have to manually processed as there is a special shipping charge to ship the product from the US to Canada. We will be reaching out to you via email to assist you with this process!