FAQs

What if an order gets lost in the mail?

For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We’ll cover the costs of reprinting and shipping a replacement order for you.

It would also be good to double-check that you got in touch with the shipping carrier to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but you thinks you haven’t received it, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.

What if the product is damaged in the mail?

If something arrives damaged, send a photo of the damaged goods to s212store@gmail.com, then we’ll gladly send a replacement at no cost to you.

How long do I have to submit a claim for a return/exchange?

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date. 

What happens if a package wasn’t delivered to you , but the tracking states that it was?

If the package was marked as delivered by the carrier, but the you reports you have yet to receive it, S212store won’t cover the cost of reshipping or refunding the order.

There may be cases where the delivery was made, but the package was left in an unexpected location at the customer’s address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch.”

If you’re unable to locate the package, you will need to place a new order to have it reshipped. We’re not yet able to assist with filing claims with shipping carriers but hope to do so in the future!

How do I report a problem with my order?

You can report problems with an order through your S212store dashboard.

  1. Log into your s212store account
  2. Find order in your orders page – search using order number
  3. Click on order to open order summary
  4. Click “Report” to open problem report window
  5. Write up your problem in detail and upload relevant photos where possible
  6. Click “Report problem”

Be aware that s212store may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.