Customer Support: firstname.lastname@example.org
What If My Item Is Damaged?
We have a 1 year warranty on all items. You will be eligible for a replacement if your item breaks within 1 year of your purchase. If your item has broken, please send us your name, shipping address, order number (if available), and a picture of your damaged item by sending an email to email@example.com. We will send you a replacement.
I Have A Technical Issue With The Website
We've found that most issues are related to the web browser being used, we recommend the latest version of the following browsers:
- Google Chrome
- Mozilla Firefox
- Apple Safari.
If you are still experiencing the same issue after attempting to use a different browser, aren't using Internet Explorer, and have ensured it is updated to the latest version, try some of the following steps:
- Try accessing our site using your browser's safe mode
- Clear your browser's cache and cookies
- Disable any add-ons or extensions
- Ensure Java has been updated to the latest version, available here: https://java.com/en/download
These steps should resolve any issues that you're having! If you need assistance performing any of the troubleshooting steps listed above, contact us by sending an email to firstname.lastname@example.org
How Do I Return An Item?
All purchases made through our website are final. We do offer returns for product that is damaged upon arrival, however.
Also, if your item breaks within 1 year of purchasing it, please send it back to us and we will gladly send you a FRESH new item.
Should one of those unfortunate incidents occur, please to contact our support department by sending an email to email@example.com and we'll be glad to help!
Order Status Explanations
Pending - The order has been placed but not yet pushed to the warehouse. At this stage we can still make changes to and/or cancel the order.
Backordered - One or more items in the order are backordered. Available items will ship out now while the backordered items will ship when they become available again.
Warehouse - The order has been pushed to the warehouse to be prepped for shipment and cannot be canceled or changed at this time.
Shipped - The order has shipped. A shipment tracking email should have been emailed to the email address we have on file for your order.
Review - One or more of the items in your order became backordered after being pushed to the warehouse. If you need to check on the status of an order in review, please submit a request with your name and order number included using the "Submit a Request" link above.
Why Isn’t My Tracking Link Working?
If the tracking link you have been provided in your shipping confirmation email fails to pull up shipping information, please copy the tracking confirmation number from your email and enter it directly onto the shipping carrier site here for detailed information on your package's shipping status!
If you're still unable to locate the package, email us to firstname.lastname@example.org and provide us with your ship-to name, the email address used to place the order, and order number. We'll look into the matter as soon as possible!
When Will My Order Ship?
Orders are typically shipped within 48 hours of placing the order. We do not ship on weekends. We only offer the one rate of shipping:
Standard Shipping: 3-5 weeks
* Please note this does not include warehouse processing times, which can take up to 24-48 hours to leave the warehouse*
I Ordered 2+ Items, But Only Received One. Where is my order?
When you order multiple items at a time, they may be shipped separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once, they are on the way.
How Much Does Shipping Cost?
This depends on the product ordered, the total weight, and where we're shipping to. Our standard shipping cost is $3.75 unless you order a large amount of weight. On FREE promotional items shipping starts at $8.75 as we are shipping from our different warehouses overseas.
My Package Never Arrived, What Should I Do?
If you have not received your order within the timeframe established for U.S. shipping here or international shipping here, you might want to check with your neighbors to ensure the package wasn't mistakenly placed nearby. Occasionally, carriers leave a package at a door nearby in error.
If you're unable to locate the package, contact us by sending an email to email@example.com, and provide us with your name, shipping address, the email used to place your order, and order number. We'll look into the matter as soon as possible!
What If I received The Wrong Item?
If you have received an incorrect item contact us by sending an email to firstname.lastname@example.org, and provide your name, order number, and which item(s) you are missing. We'll make certain the issue is resolved for you!
Do You Include Prices When You Ship Products?
We do not include any pricing information in our packages when they ship, so if you're sending this to a very lucky friend as a gift never fear!
Still Have Questions?
Sure, no problem! Just email us at email@example.com and we ‘ll get back to you right away.