This is an example of a response that you might give. It's good to be as thorough as possible in responses as that has a tendency to improve trust overall.

Need to change your delivery address? If your order hasn't been fulfilled yet, email customer service within 24 hours of when it was placed. Make sure to include your order number and new address in the format below.

NAME:

ADDRESS LINE #1:

ADDRESS LINE #2 (APT/FL/STE):

CITY:

STATE:

ZIP CODE:

COUNTRY:

Want to change your domestic shipping to international shipping? You would need to complete a separate invoice for flat-rate shipping (excluding any import taxes that might be required for customs clearance). 

Click here to read more about order cancellations and modifications.

*Please remember that all orders are shipped to the address provided during checkout. To ensure accuracy, we strongly advise reviewing your shipping details before placing or confirming your order.*

Due to the requirements of our international carriers, all shipping details must be submitted in the English language. Shipping rates and duties/taxes are calculated at checkout.

The shipping timeframes listed on our website might be affected by the number of incoming orders around sales, promos, events, holidays, or new launches. As of right now, there are no express delivery options available for international orders. 

We also do not allow international orders to be returned for a refund or exchange.

Tracking Number: Please allow 3 to 7 business days (or earlier) for tracking information to be scanned/updated by the shipping courier once you receive an email with your tracking number.

International orders are typically processed within 5 to 18 business days (or earlier) from when they are placed online. After a label is created, it can take an additional 5 to 18 business days (or earlier) for delivery. 

SHIPPING & DELIVERY ESTIMATES

Economy International: 6 to 18 business days (from when an order is processed)

Canada | Standard International: 5 to 12 business days (from when an order is processed)

*Click here to learn more about duties and taxes.*

TAX ID is mandatory in some countries (such as Peru, Chile, Argentina, South Korea, India, China, Taiwan, Hong Kong, Indonesia, etc.) for imported packages to go through customs clearance. If you live in a country with this requirement, please make sure to provide your tax ID at checkout to prevent delays. 

*Please note that international orders are not eligible to receive Extend Shipping Protection.*

Once your order is placed, it gets packed, fulfilled, and shipped out in the queue it was received. 

When your shipping label is created, you will receive a separate email with the tracking details. If you do not see this notification in your primary inbox, please look through all folders (spam, junk, promotions, etc.) for anything. 

SHIPPING & DELIVERY ESTIMATES

Orders typically take 3 to 4 business days to be packed, processed, dispatched, and delivered from when they are placed online. 

Sometimes, shipping couriers can forget to scan or update a tracking number and wait till the actual day of delivery to scan all the updates for a package. 

Therefore, all our shipping and delivery estimates take into account an extra 2 to 3 business days in case this happens.

*Please note that shipping and delivery estimates may also be delayed during sales, events, promos, holidays, or new releases.*

Domestic Orders:

1. How long does it take for orders to be shipped out?

often takes 3 to 4 business days (or earlier) from when the orders were placed online

2. How long does delivery take?

often takes another 3 to 4 business days (or earlier) from when the order is dispatched

3. How long does it take for a tracking number to be updated?

allow 3 to 4 business days (or earlier), in case the shipping courier waits to scan in all updates on the actual date of delivery

International Orders:

1. How long does it take for orders to be shipped out?

often takes 5 to 18 business days (or earlier) from when the orders were placed online

2. How long does delivery take?

often takes another 5 to 18 business days (or earlier) from when the order is dispatched

3. How long does it take for a tracking number to be updated?

allow 3 to 7 business days (or earlier), in case the shipping courier waits to scan in all updates on the actual date of delivery