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Repairs If something goes wrong with your product, we may be able to have it repaired or arrange a spare part. And depending on the product, repairs can often take place in your home. Sometimes, emailing our customer services team can lead to resolving the issue without the need for a repair. Please contact our Customer Services Team at firstname.lastname@example.org. Delivery When will I get my order? Usually, it takes 3�7 days to fulfil an order, after which it's shipped out. The shipping time depends on your location but can be estimated as follows: UK: 3�4 business days Europe: 6�8 business days International: 10�20 business days [Covid-19]? When will I get my order? Our fulfilment times for all products may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers, as the entire industry is grappling with challenges. Unfortunately, it is difficult to predict exact shipping times; however we typically expect no more than an additional seven days to the above shipping schedule. Where will my order ship from? We work with an on-demand order fulfillment company with facilities worldwide! Will I be charged customs for my order? An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases. My order should be here by now, but I still don't have it. What should I do? Before getting in touch with us, please help us out by doing the following: Check your shipping confirmation email for any mistakes in the delivery address Ask your local post office if they have your package Stop by your neighbors in case the courier left the package with them If the shipping address was correct, and the package wasn't left at the post office or your neighbor's, get in touch with us at email@example.com with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost. I have not received my order? All claims must be submitted no later than 7 days after the estimated delivery date for packages lost in transit. Claims deemed an error on our part are covered at our expense. Orders How are your products made? We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently! How do I track my order? You'll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at firstname.lastname@example.org. I received the wrong product, what should I do? We're so sorry if the product you ordered arrived incorrect. To help us resolve this for you quickly, please email us at email@example.com within a week with photos of the wrong product, your order number, and any other details you may have about your order. We'll get back to you with a resolution as soon as possible! Returns What's your return policy? We don't offer returns and exchanges, but if there's something wrong with your order, please let us know by contacting us at firstname.lastname@example.org! Do you offer refunds? Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at email@example.com with photos of wrong/damaged items and we'll sort that out for you. Exchanges Can I exchange an item for a different size/color? At this time, we don't offer exchanges. If you're unsure which size would fit better, check out our sizing charts�we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that's the case, please notify us at firstname.lastname@example.org within a week after receiving your order. Include your order number and photos of the mislabeled item, and we'll send you a new one, or issue a refund! The Thrivology Company does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks or such items won't be eligible for exchange and will be disposed of. Faulty items If your item is faulty/misprinted/damaged/defective, it must be reported to us within 7 days after the product has been received. Please email us at email@example.com with photos of the damaged product, your order number, and any other details you may have about your order. We'll get back to you with a resolution as soon as possible! If you notice an issue on the product(s) or anything else on the order, please email us at firstname.lastname@example.org. Notification for EU consumers According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for: 1. the supply of goods that are made to the consumer's specifications or are personalized; 2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons, therefore The Thrivology Company reserves rights to refuse returns at its sole discretion. This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever. Things to note: Naturally, none of this policy affects your consumer rights. The return address is set by default to our fulfillment company facility. When we receive a returned shipment, an automated email notification will be sent to you.. If our fulfillment company facility isn't used as the return address, you remain liable for the purchase. Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our fulfillment company facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable). If you haven't registered an account on thethrivologycompany.com and added a billing method, you hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won't be available for reshipping and will be donated to charity at your cost (without us issuing a refund).
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