The most common reason this happens is if you had logged in as a guest when you placed your order. Please reach out to us here with your order number so that we can look into the issue and move it over to your account if necessary.
Sometimes, an order or an entire account appears to be missing if you've created an account or placed the order in one of our other international sites. Please check that you're visiting the correct site, as indicated by the highlighted flag icon in the top left corner of the website.
If you've ordered through a Kickstarter campaign, or a separate pre-order campaign, such as the Time Force Ranger pre-order campaign, those orders will not be visible within our regular website accounts.
Please feel free to reach out to us here if you need assistance locating an order, or to check on the status of your order.