Help Center

Hi there! Welcome to Missed! 

We're very happy to have you browsing our collection of humidifiers, and we figured some of you might be curious as to who the team behind this whole operation is! 

We're a small group of passionate entrepreneurs based in Los Angeles, CA who have all first hand struggled with the awful feeling of waking up in the morning after what was supposed to be a long night of relaxing sleep. We've been friends all our lives, and it was actually in 2019 (a Facebook group chat), that we all bonded over how there weren't any great humidifiers on the  market that fit in with our household needs. Everything was either too ugly, too expensive, or frankly, too poor quality.

We decided that if no one was going to champion a great product, we would redirect our frustration as customers into a passion for Missed! We've gone through an extensive design and curation process to put together our collection of modern, affordable, and functional humidifiers. 

We don't want to bore you with too much backstory, so I'll keep it at that! Feel free to reach out to us with any additional questions, concerns, or suggestions. Learn more about our process by visiting our "About Us" page. 

Thanks for stopping by, and we hope you have a great time meeting our family of mist humidifiers!

*We often get asked where our products are manufactured: as much as we'd love to manufacture our products here in the US, there are a number of barriers preventing us from doing so now - we're a small business looking to keep our products affordable for our customers. Like many other US name brands, we currently have been operating through a number of partnerships with Chinese manufacturers who share our standard for quality and design, and we look forward to moving production to the US sometime soon in the future - stay tuned, and thank you for your support!*

Shipping destinations

• We ship both locally (USA) and worldwide.

Shipping times

• I wish we were Amazon Prime, but we're not. We've done our best to source the best carrier partnerships to minimize shipping times. 
• A good baseline to expect is 7-12 business days shipping on standard orders.
• We offer 5-8 business day expedited shipping to the US and UK. 
• Specific shipping times might vary depending on location, and customs processing speeds. 
• Please be understanding and patient - there's not much we can do after we've shipped your order out. We understand how frustrating it can be having to wait to receive a package (trust us, we've all been there), so hang in there and reach out if you have any questions. 

*Note: Our current shipping estimates are a bit delayed to between 7-12 business days due to increased variability in customs processing times with the corona-virus outbreak. In May, we confirmed orders delivered anywhere between 6 days and 32 days. Rest assured that packages cannot transmit or carry the virus. 

Update: If you're waiting to receive an order that was meant to be a gift and you're worried, reach out and our team will do everything we can to help!

How does shipping work?

• Usually, we ship out of our Los Angeles warehouse, but recently we've had to temporarily close things down due to the outbreak. For now, we are shipping directly from our manufacturers overseas in China. This process has been relatively consistent, but you may experience a customs gridlock from time to time. Always feel free to reach out to us for a more precise inquiry as to where your order is! 
• The James fulfillment process has been restored, so we're now shipping directly from fulfillment centers across the US, primarily Chicago & California.

Shipping cost

• Orders over $65 USD will receive free shipping year-round. 
• Orders under $65 USD will be charged for shipping depending on your chosen delivery method and country. Full price will be displayed at checkout. 

Wrong address / change address

• We try and process your order and ship it out as fast as humanely possible, so usually after 1-3 days, the address is "set in stone." We totally understand if you realize later that your shipping address was entered incorrectly, but unfortunately, after we ship the product out, there's not much we can do until it's in your destination country. If you catch the problem early on, we'll do our best to help redirect things, but please pay close attention to entering your information correctly. 

Track my package

• Every order is accompanied by a tracking number available on your order portal page. If it seems like the site is ever buggy, try using aftership.com or a third party tracking service. If anything seems off, send us an email and we'll help you out. 

1. I have a Stella, and it's my first time using it. I can't get it to work!

Worry not! We have an extremely low faulty rate (under 1%), so most of the time there's a quick solution to whatever you're struggling with! 

To sum things up, the 3 things you need to worry about are power, water type, and cotton filters. 

The two easy ones to address are water type and cotton filters. We recommend using tap, mineral, or filtered water. Please do not use distilled, reverse osmosis, or high PH waters, as you WILL experience condensation issues. The droplets don't get broken up into as fine mist particles, so they'll start to pile up and hinder the misting function. As far as cotton filters go - if you're experiencing very low volumes of mist, but there's definitely some mist, it's most likely a cotton filter issue. Just take them out of the central plastic tube covering (twist + tug on it), and give them a full soak. Sometimes, turning them upside down can help, since that flips the ends, and usually its the bottom end that is most damp. 

The 3rd and final thing that might be giving you a bit of trouble your first time around is finding a power adapter that is compatible with our unit. The key indicator to see if this is your problem is by using our charging cable and plugging it into a power source. Look at the front panel of the humidifier - do you see 4 LED charge indicators? If these lights are on, you've got a successful connection. However, you need one of them to be flashing to confirm that things are charging. If you're not seeing any blue light LED charge indicators turn on, plug things into a USB port on a computer or laptop for the final troubleshoot. Reach out to our team at this point, and we'll be sure to take care of this for you!

2. Can we use essential oils? 

The quick and simple answer is that we do not recommend using essential oils in our humidifiers. Humidifiers are designed to break down water and filter out dirt particles, while diffusers are designed specifically do break down oil particles. Although we've received reports of our humidifiers successfully diffusing essential oils, we advise you to be cautious if you choose to go against our suggestions. With this being said, the James is essential oil compatible. Just be sure to use 100% essential oils - many brands these days add chemical contents to decrease their costs while seeming to create a number of new & "natural" scents. These oils can cause permanent damage to diffusers over time, so for longevity sake, we recommend 100% pure essential oils. 

3. It seems like my product has power because the lights are on, but no mist is being produced?

Stella: We program every Stella to turn on only after the cotton filters are sufficiently damp, and the battery is fully charged. Here is our updated instruction manual to help out with any issues you're facing with the Stella! 

We rarely receive any troubleshooting inquiries on our other products because they tend to be simpler - feel free to reach out to us via email on our contact page, and we'll get back to you real quick!

4. My product isn't turning on?

The general rule of thumb is to check the power source, cotton filter dampness, and water level. Make sure you have sufficient power. If your product is not wireless, make sure to plug it into a constant DC5V power source, and give it some time to charge up if it is wireless. Feel free to give your cotton filter a check by removing the plastic tubing around it and "resetting" it's position - sometimes this is all it takes to kick-start things. Make sure you don't overfill the water tanks. As a safety precaution, we program our products to not produce mist if any of the previous things are not in alignment. 

Always feel free to contact us, and we'll help you sort your problems out ASAP!

Keeping your humidifier clean is key in making sure you get a smooth and clear mist. 

Click here for our maintenance guide that will let you know what you need to do depending on which humidifier you have. 

All in all, our products are very low maintenance and just require time-to-time attention. Always handle your products with care, and let us know if you have any specific questions. Our team will get back to you within 24 hours guaranteed, even on the weekends!

You may notice that if you are an international recipient of our product, there is a customs value declaration that may or may not be consistent with the product price. The reason for this is to help account for the differences in import regulations from country to country. The cost of import taxes depend on the value declared on our goods, so to protect you from additional fees and help save you an unexpected trip to the customs office, we declare package contents at a deliberately lower value. 

You can select your preferred payment method at checkout.

• We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal. 

We've found over time that this is the safest and easiest way for our customers to place orders. 

Your 100% satisfaction is important for us. We offer a 30-days Return & Exchange Policy:

• If a product gets damaged or was faulty upon a delivery, our policy covers a full refund or expedited exchange. Just send us a photo / video (whichever makes more sense) of the issue. Do NOT use the product! You'd be surprised how many people request a refund after using their product - there's really no way for us to verify the authenticity of a complaint if the product has been used already. 
• Timing: we have a 30-days Return & Exchange Policy, since the day item was received.
• Holiday Returns Policy: The return period for orders placed in December of 2020 is extended until February 1st, 2021. 
• To be eligible for a return, goods must be unused, undamaged and accompanied by proof of purchase.
• For returns, please email team@missed.supply with the subject 'Returns' and include your order number, name and the reason for the return.
• Seller will provide the customer with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost package" situations.
• Please note that customers are responsible for shipping costs of returned items if they have been used for over 30 days. However, our team is always looking to prioritize your satisfaction, so definitely reach out with your honest thoughts, and we'll most likely be able to provide a pre-paid return label. 
• When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund. We have a specific team of experts that investigate each case for both quality control and verification purposes. 
• If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after. Please do not demand an immediate refund just because you do not want to wait - we're a relatively small team running a global operation and we have to go through our proper protocol to confirm each refund. Trust us, we hate the refund/returns process just as much as customers do, so we're definitely doing our best to provide the highest product quality and experience the first time around.
• COVID-19 UPDATE: We have been selling out of stock just as fast as we can manufacture it. To minimize shipping times for our customers, we are now shipping directly from our partnered manufacturer in Shenzhen. Any returns processed from 3/09 onward will have to be shipped to the following return address: 311-2, Building S2, Fuyuan Industrial City, No. 598, Zhoushi Road, Jiuwei Community, Hangcheng Street, Baoan District, Shenzhen, China.
  

Here are a few more shipping-specific situations that are best described explicitly: 

• Once in a blue moon, we get packages that are sent to the right address and marked delivered by the local courier (i.e. USPS, Canada Post, etc.) but for some odd reason were not received by the customer. 9 out of 10 times this is usually an issue of delivery timing, and the package ends up being held at the local post office. If official tracking information indicates that your package has been marked delivered and there are no address issues, we will not be held accountable for the loss of parcel. We're not trying to be mean, but we just can't be responsible for an official courier's mistakes. However, we will do our best to work with you and help you track down what went wrong with your package and advise on how to go about opening an official inquiry. 
• Your order will be guaranteed a refund, regardless of delay reason, if it has not been received in 90 days of placing the order. Definitely feel free to reach out to us if anything seems funky about the tracking or movement of your package - it's best to identify potential transport issues before they drag on so that we can take the appropriate measures to expedite the process wherever we can. 
• Some of your items are held in different warehouses, so you might get your order in a few shipments - as always, feel free to reach out if something seems wrong, but please be patient and understanding in that we are not a large logistics company and we are doing our absolute best to make this process as quick and smooth as possible. 

We're a small team of entrepreneurs who are always ready to help you. With that being said, please allow us 1-3 business days to process your order internally. Sometimes we get orders and literally work day and night to ensure the fastest delivery speeds, so rest assured that once your order is placed, your satisfaction is our priority. 

Feel free to reach out and contact us at any time on our Contact page. We'll always make time for you!