This can happen for numerous reasons! But the best thing you can do is contact the customer service team ASAP!
When creating your ticket please include how the original order was placed:
- Manually through the Shopify orders tab
- Manually through the app orders tab
- Through your store front as a customer
- Through an integration Etsy or Amazon
Another thing you can check is to make sure that the product's vendor is set to teelaunch. If it is not set as teelaunch we will not receive this order to fulfill.
You can find this setting in the shopify product setting: