Q: I didn't get a tracking number can you tell me where my package is and when it will arrive?
In order to receive a tracking number you have to purchase a shipping option that includes tracking. Basic ground shipping and airmail does not include a tracking number. If you purchased a shipping option with tracking, the tracking number will be sent via email the moment the order is shipped. Otherwise there is no way to track your package once it's been shipped.
Q: I thought I would receive my package by now, is it lost?
If you purchased airmail shipping, it takes usually 4-14 business days depending on your location. We do not acknowledge an Airmail shipment missing until 30 days after it was sent. After 30 days please send us a message with your order number in the subject at firstname.lastname@example.org
If you purchased ground shipping it can take up to 80 days depending on your location. We can not mark these as missing until 90 days after the package has been shipped.
Likely if your package hasn't reached you it's a day or two away. Mail that does not reach the destination will more than likely be returned to us.
It is a very rare occasion when the package has gone missing but are not liable for the package once it enters the mail delivery system. There is no guarantee we can resend items. Please contact email@example.com for further questions.
Q: I opened my package and the item is missing or damaged.
We do our best to package the items properly and securely. Contact firstname.lastname@example.org right away if your item is missing or damaged. You may need to supply photos if the item is damaged.
Q: My discount code is not working.
Most discount codes can only be used once per customer. There are also codes that expire after a certain amount of time. If you're confident it is a recent code that you have not previously used, contact email@example.com
Q: I ordered already but I forgot to put in the discount code.
We can not guarantee we can apply the discount after purchase has been made.
Q: I made two orders in the same day, can you combine the orders and reimburse me for the shipping for the second order?
Shipping is calculated by weight, so likely there is no money saved by shipping the items together. If there is, we are happy to refund the overpayment. Provided you request it at the time of the second order and the orders have not already been packed and shipped separately.
Q: I changed my address. Can I update it for my pre-order?
Yes you can. Please contact firstname.lastname@example.org with your order number, your new address and your old address for confirmation.
Q: I want to change my order.
Email email@example.com ASAP. We will do our best to make things right but we can not guarantee changes. Orders that have been shipped will not be able to be changed. Please review your cart carefully before making your purchase.
If you want to change a pre-ordered item T-shirt size. Please contact us ASAP and we can change it for you. This may not be possible closer to release date.
Q: Something is wrong, I want a refund.
Please contact firstname.lastname@example.org to discuss your issue. We will do our best to resolve it and will issue a refund if necessary.