Frequently Asked Questions
HOW MUCH IS DELIVERY?
WHAT CURRENCY DO YOU TRADE IN?
HOW LONG DOES DELIVERY TAKE?
All items in our Permanent Collection are picked and packed within 1 business day, and shipped via USPS, with an average global shipping time of
2-10 business days (depending on location).
Items that are a part of our Initial Runs (where we offer a highly limited run of discounted upcoming items to you before they get added to our permanent collection) take
1-7 (7 at the very extreme, but on average 3) business days to be processed.
Once your item is dispatched delivery typically takes 12-20 BUSINESS days (Monday - Friday).
This is because items in our Initial Runs are sent straight from the manufacturer, to make sure you get the coolest stuff, before anyone else!
Delivery can take up to 3-4 weeks, depending on the destination. Please make sure you are happy with this before ordering.
DO YOU SHIP WORLDWIDE?
WHAT’S THE DIFFERENCE BETWEEN ‘PERMANENT COLLECTION’ ITEMS AND ’INITIAL RUN’ ITEMS?
All items in our Permanent Collection have some special perks, like Fast & Free Worldwide Shipping (between 2-10 Days average - depending on destination), hassle free returns and wholesale availability.
All items in our Initial Runs also have some special perks to balance out our extended ship times (12-20 Days average after processing), like FREE worldwide shipping, 15% OFF the entire range as well as hassle free returns.
Lookout for the titles:
‘This item is a part of our Permanent Collection’
‘This item is a part of an Initial Run’
on each product page to see what category the item is a part of.
DO YOU OFFER SPONSORSHIPS/COLLABORATIONS?
We do! Though we like to keep them limited.
Email us at firstname.lastname@example.org to see if we have any spots available!
CAN I PROMOTE YOU GUYS?
YES! We do offer a promotional scheme. If you have an active social media following simply email us to request your personalised 10% discount code. The more people who use your code the more store credit you get!
2 uses of the code: $30 credit
4 uses of the code: $60 credit
6 uses of the code: $90 credit
I'VE ONLY RECEIVED PART OF MY ORDER?
As well as having our own US based fulfilment centre (where we ship everything from our Permanent Collection), we also work with wholesalers and manufactures from all over the world to get the coolest stuff, before anyone else!
Manufacturing and Shipping in bulk takes time, so to make sure we’re boasting the newest / coolest items out, about once a month we add a small, highly limited Initial Run of items to our store, that ship direct from the suppliers.
Because of the extended shipping times that are incurred, we offer a 15% discount across the entire range!
Long story longer, with this system, we work with multiple suppliers from around the world, who ship from different ports - therefore you may receive part of your order in separate deliveries.
I HAVEN'T RECEIVED MY ORDER?
Please contact us email@example.com and we will do our absolute best to resolve the issue!
Please note we cannot be held responsible for items undelivered due to an incorrect address being entered or the post office/courier not being contacted when you have received a notice of non delivery.
THERE IS A PROBLEM WITH MY ORDER OR MY ITEM IS FAULTY
Please contact us at firstname.lastname@example.org and refer to our returns policy below.
CAN I TRACK MY ORDER?
Yes, you will receive an email once your order has been shipped with tracking information.
WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?
Super Cool Supply Store cannot control and is not responsible for any duties/taxes applied to your package.
You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information.
Note, in rare occasions custom agents may delay delivery of some packages.
HOW DO I PAY?
We accept the following payment cards: Visa, Visa Debit, MasterCard and American Express. You can also pay via PayPal.
WHAT IS YOUR RETURNS POLICY?
Our change of mind policy lasts 30 days.
If 30 days have gone by since the delivery of your purchase, unfortunately we can’t offer you a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
If you receive faulty goods, please contact us at email@example.com and we will take care of the matter ASAP!
HOW DO I RETURN AN ITEM?
You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs are non-refundable.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.
We don’t guarantee that we will receive your returned item.
Please do not send your purchase back to the manufacturer.
Please email us at firstname.lastname@example.org to start the process.
REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
DO YOU OFFER WHOLESALE?
We do! All items in our Permanent Collection are available for wholesale purchase.
For more details like minimum order quantities and shipping times, please email us at:
I HAVE A QUESTION THAT ISN'T ANSWERED HERE?
Please email us at email@example.com