What if My Customer has an Issue with an Order?

All order-related support is handled directly by our in-house Customer Service team. If a customer encounters any problems with their order — quality issues, missing items, shipping problems, etc. — they should contact our Customer Service team using the instructions they received at checkout.

If a Customer Contacts You First

If your customer reaches out to you directly about a problem:

• Confirm they received their automated order confirmation email (which includes their order number and support instructions).

• If they did receive it, politely ask them to contact our Customer Service team directly, following the instructions in that email or via the contact form/email listed in your shop footer.

• If they did not receive the confirmation email, you may assist by resending it from within the order details access within the Orders by Date report.

How to Resend a Confirmation Email

1. Locate the order in your account’s order history (by order number, customer email, or date).

2. Inside the order details, verify the customer’s email address and check the record of sent emails.

3. If confirmation was not sent (or lost), use the “Resend confirmation email” option — you can send it directly to the customer or to yourself to forward.

This ensures your customer has all necessary details to contact support, and helps avoid confusion or delays.

Please read more about Replacement and Return Policies here.