FAQ's
CAN I CHANGE MY ORDER ONCE IT’S PLACED?
- Once an order is placed we cannot make any changes to sizes or items. If you wish to cancel your entire order there is no guarantee we can fulfill your request. You must contact us as soon as possible and we will do our best to cancel your order before it ships.
AN ITEM/SIZE IS OUT OF STOCK, WHEN WILL IT BE AVAILABLE AGAIN?
- We will make an announcement on our social media when we plan to restock, be sure to follow our social media platforms as we post.
WHERE IS MY ORDER/HOW CAN I TRACK MY ORDER?
- When you place an order, we will send you an email with all the details including the name of the carrier, the ship date, and the tracking number. If you don't receive the email or have misplaced your tracking number, send us an email at Eternalslift@gmail.com and we will be happy to resend it for you.
Please allow 3-5 business days for your order to be picked, packed, and shipped. This processing time is separate from the delivery time.
Note: It can take up to 24 hours for tracking numbers to update in the system. If tracking information is not available, please wait 24 business hours from the time the order was shipped.
HOW DO I FILE A CLAIM FOR MY PROTECTED ORDER?
- If you purchased Navidium shipping protection with your order, and you experience an issue with delivery of your order, please email us at eternalslift@gmail.com.
HOW DO I KNOW IF AN ISSUE IS COVERED?
- Orders that experience one of the following losses are covered by Navidium shipping protection:
“STOLEN PACKAGES”
- If your package was marked as delivered, but is nowhere to be found, a claim can be filed as soon as 5 days after the date the carrier marked the package as delivered but no later than 15 days.
“LOST PACKAGES”
- If your package remains undelivered and there are no updates to the tracking for more than 7 consecutive days, you can file a claim on the 8th day, but no later than 30 days from the last tracking update.
“DAMAGED PACKAGES”
- If your package is received damaged upon delivery, a claim can be filed immediately. Claims for damages beyond 7 days of delivery will not be approved. Photos of all damaged items including shipping and packaging materials will be required.