HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving a message or email.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it is not always possible to process address change requests. If you notice an error, please email us as soon as possible with your name and order number so we can try to make a correction before it departs. There is no guarantee we can make it, especially once it leaves our warehouse, but we will do everything we can.
HOW LONG IS THE PROCESSING PERIOD?
Order processing times are between 1 to 3 business days after the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up processing times may go up to 3 business days following the day you placed your order.
GENERAL SHIPPING INFORMATION
Our warehouse processes and ships out all orders Mondays through Fridays (excluding major holidays). After placing your order, your package should be shipped out within 1 to 2 business days, and you will receive an email with the tracking number soon after.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order you may receive separate packages that may possibly arrive 1 to 2 business days apart.
OUT OF STOCK OR BACKORDERED ITEMS
In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will automatically refund you for those items.
I RECEIVED A DAMAGED ITEM. WHAT DO I DO?
We apologize that your shipment did not arrive in perfect condition. Please contact us with your name and order number for further assistance and we will make it right.
HOW CAN I TRACK MY ORDER?
Simply go to the Track My Order link in the Main Menu and input your tracking number to see where your package is. If you need further assistance, we are always here to help.
WHY ISN MY TRACKING NUMBER WORKING?
Often, tracking numbers will only function on domestic orders, as foreign postal systems will not update the location of the package in our carriers systems. International shipping usually takes between 2 to 4 weeks. If your order is domestic and the tracking number does not work, please let us know so we can make sure your items were properly shipped.
THE TRACKING NUMBER SAYS DELIVERED BUT I HAVE NOT RECEIVED MY ORDER
All domestic delivery issues become the responsibility of the postal carrier once it has been shipped from our warehouse or suppliers. You can contact your local post office to locate your package. If you need additional help, please reach out to us at support@edenstore1.myshopify.com.
WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?
If any of your purchased items are missing or are damaged please contact us immediately to resolve the issue. We have a 30-day Money Back Guarantee so make sure to contact us within that time frame. Please use the Contact Us tab or email us at support@edenstore1.myshopify.com.
