Let’s make this right.
Questions about an order, delivery, return, or charge? Start here. Our team is here to help you get everything sorted out.
- Replies by email
- 30-day returns
- Tracking on every order
- Secure checkout
- Simple refunds
- Real support team
Something wrong? Come to us first.
A refund, replacement or answer straight from us is almost always faster than a dispute through your bank, which can take weeks to settle.
Tell us what happened
Send your order number and a short note on what went wrong.
We review it
Our team checks your order and replies by email.
We make it right
A refund, replacement or update, directly from us.
Tell us what happened
Include your order number and the email used at checkout so we can find your order without any back-and-forth.
Questions, answered
Where is my order?
Orders take 2–3 business days to process before they ship. We email your tracking number as soon as we have it, so check your inbox and spam folder. You can follow your package anytime on our order tracking page.
Still need help? Ask us →How long does delivery take?
Please allow 2–4 weeks for delivery. Orders to places outside the mainland US can take a little longer. If it's been more than 30 days and your order hasn't arrived, contact us and we'll help.
Why did my order arrive in separate packages?
Items in one order can ship separately at no extra cost. Each package may have its own tracking number, so one part of your order can arrive before the rest.
My tracking hasn't updated in a while.
Tracking can pause while a package moves between carriers, then update once the delivery carrier scans it. If it hasn't changed in several days, send us your order number and we'll check on it for you.
Ask us to check →My tracking says delivered, but I can't find it.
Check around the delivery spot, your mailbox, with household members and neighbors, and any delivery photo from the carrier. If it's still missing, contact us with your order and tracking numbers.
Report a missing package →Can I change or cancel my order?
Yes, within 24 hours of placing it. After that, your order has usually started processing and we may not be able to change or cancel it, but reach out and we'll see what we can do.
Request a change →My item arrived damaged or incorrect.
Contact us right away with your order number and a description of the problem. Keep the product and packaging and take clear photos so we can make it right.
Report a problem →How do returns work?
You have 30 days after receiving your item to request a return. Message us first and, once your return is accepted, we'll send instructions and a return label. Items sent back without a request can't be accepted. Some items can't be returned; see our refund policy for details.
Start a return →When will I get my refund?
Once your return is approved, the refund goes back to your original payment method within 10 business days. Your bank may take a few extra days to post it. If it's been more than 15 business days since approval, contact us.
I don't recognize a charge. Can you help?
Yes. Card purchases from us appear as SP Elent on your statement. PayPal, Shop Pay and Klarna payments can show under those names. Check whether someone in your household ordered, then send us the charge date, the amount and only the last 4 digits of the card, and we'll look it up.
Ask about a charge →Should I contact my bank or you first?
Please contact us first. We can issue refunds and replacements directly, which is usually much faster than a bank dispute. If we can't resolve it, you can still reach out to your bank afterward.
Contact us →Is checkout secure?
Yes. Checkout is handled by Shopify, and we never see or store your full card details.
Still need a hand? We're here.
Email us anytime with your order number and we'll help sort it out.