Is free shipping available?
Yes, free shipping is available for orders over $100 and some specified promotional items.
How long does it take my package to arrive?
Orders are processed within 1-3 business days and then dropped off at the post office Monday-Friday. Orders received over the weekend and on holidays will be processed the following business day.
In stock, non-pre-order items shipping to addresses within the United States are sent by UPS or US Mail (USPS) depending on weight and usually take 2-4 weeks (Business Days). APO addresses also have an average transit time of 2-4 weeks as well.
What about international Shipping?
International orders usually take 2-5 weeks for arrival depending upon customs and size of package. Orders usually arrive in 10-25 business days. International shipments may be held by your local Customs Authority for an additional 10-14 days depending on the customs laws in your country. Therefore, it is best to allow 4-6 weeks for delivery.
A Note To Customers Living Outside the United States
If you order products for delivery to a shipping address outside the United States, you will be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you.
How can I find my tracking number?
Your tracking number is provided in your confirmation email that is sent after you have completed your purchase by clicking the "view my order" button.
The tracking service shows that my package has been delivered, but I did not receive anything. Why is this?
Please ask your neighbors if they have signed for your package and check your mailbox. If not there check for your package at your local post office. Remember to bring your ID! If you still cannot find your package, contact us at firstname.lastname@example.org
EQcreative Plus is not responsible for stolen merch, if a package says delivered and did indeed never arrive you will need to file a missing claims report at USPS.com
I never received my confirmation email of my order.
Please check your Spam box — 99% of the time, you will find it there. It’s also possible that you entered the wrong email address. If you still have problems send us an email.
How do I change my order?
We do our best to processes your orders quickly. If you find that you have made an incorrect order, please notify us immediately by contacting us at email@example.com. If your order has not yet been processed, we may be able to correct it. However, if the product has already been shipped, we will be unable to change any portion of your order. We will not be able to add items to an order once it has been submitted.
Delayed delivery - in very rare instances, packages may take longer than the stated expected timeframe. Unfortunately, we are unable to control shipping times and any unexpected delays that may occur en-route and we seek your understanding and patience should this occur. In such cases, we will ship out a new package if there is no tracking updates for more than 30-60 business days.
This may especially be true during the busier holiday seasons at the year's end (November to December months).
Processing Time Vs Shipping Time
Please note that processing time (4-6 business days) is different from shipping time and should be added to the total delivery time. Orders generally take 4-6 business days to be fully processed (checked, packed, forwarded to logistics and sent forth to the post office).
After your order has been processed, your package will then be picked up by our shipping company for dispatch. An email with your online tracking information will be sent from our website.
In some instances, an order may be split into different packages for any of the following reasons:
- Certain items may be on backorder
- Weight restrictions for regular shipping imposed by the post office
- Different designers/warehouse location (we work from multiple warehouses to bring you the best selections at affordable prices)
Cancelling an Order
Once an order is placed, we will not be able to cancel it after 30 minutes as your order might have already been processed.
Please do drop us an email at support firstname.lastname@example.org as soon as possible if you'd like to cancel an order that you have just made.
We are not responsible for any packages returned to us as refused, unclaimed, undeliverable, or because of incorrect or insufficient address.
My item is too big/too small, can I return my item for a different size?
Unfortunately, we do not do exchanges of sizes, in order to get a different size you will need to return your item using the return policy instructions listed below, from there you will have to place a new order for the correct size. On these returns, original shipping and handling charges are not refundable and you will be responsible for all costs associated with return shipment except for defective items.
What is your Return Policy?
If you have received damaged, defective or incorrectly shipped merchandise, please return the product within 30 days of receipt following the Return/Exchange Instructions below. We will gladly replace the merchandise without additional charge, or provide you with a full refund if we are out of stock. If you have ordered incorrectly or are not happy with your purchase, please follow the Return/Exchange Instructions below (and on your packing slip). On these returns, original shipping and handling charges are not refundable and you will be responsible for all costs associated with return shipment except for defective items.
Please include the following with your return:
- Your mailing address
- Your phone number
- Order confirmation number
- What you are returning and why
- How you would like us to handle your return or exchange
We highly recommend that the items be returned to us using a mail service which provides tracking or insurance.
Unfortunately, we cannot accept returns on the following items:
- Any apparel item that has obvious signs of use
- Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error
- "Final Sale" items
Why do you need my phone number and email address?
We only need this information for shipping purposes. We have had several customers that have entered their shipping addresses incorrectly. And occasionally the post office may lose a package or not update their shipping and delivery info. Your phone number and email address will help us to get your packages to you.
Is my personal information safe?
Yes. We do our very best to keep your information safe. We will never sell or share your information. Checkout is Secure using a Level 1 PCI DSS compliant server. In other words, your data, is secure. In addition, our site uses a 128-bit Free SSL certificate to ensure your experience is safe and secure.
If I have questions or problems what do I do?
Please feel free to contact us with any problems or questions you may have. Even if you have a question or need more information before you place an order feel free to contact us. We would be happy to help. Email us at email@example.com
If you have any questions, don't hesitate to ask!