FAQ - The Shadow Collective

1. What does The Shadow Collective offer?

- The Shadow Collective offers a curated selection of high-tech gadgets and smart home essentials designed to enhance your daily life. From smart assistants to home automation devices, we've got you covered.

2. Do you offer international shipping?

- Yes, we offer free worldwide shipping on all orders. No matter where you are, you can enjoy the convenience of our products delivered straight to your door.

3. What is your return policy?

- We offer a 30-day money-back guarantee on all purchases. If you're not completely satisfied with your order, simply return it within 30 days for a full refund.

4. How can I contact customer support?

- Our customer support team is available 24/7 to assist you with any questions or concerns you may have. You can reach us via email at support@theshadowcollective.com or through our live chat feature on our website. If you contact us through live chat, we aim to respond within 15-30 minutes.

5. Do you offer technical support for your products?

- Yes, we provide 24/7 technical support to help you with any issues you may encounter with your products. Our dedicated team of experts is here to ensure that you get the most out of your purchase.

6. How quickly can you answer my question?

- We answer messages and emails in the order they are received, and we strive to respond as promptly as possible. Most inquiries are addressed within 24 hours of receipt. If you contact us through live chat, we aim to respond within 15-30 minutes.

7. Can I change my shipping address after my order has been placed?

- Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, making it challenging to process address change requests. However, please email us ASAP with your name and order #, and we'll do our best to accommodate your request before your package departs.

8. How long is the processing period?

- Order processing times are typically within 1 business day after the day you placed your order. Most packages are prepared within 24 hours, ensuring swift processing for our customers.

9. Will my order come in one package?

- Depending on the size of your order, you may receive separate packages that may possibly arrive 1~2 business days apart.

10. Out of stock/backordered items:

- In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will automatically refund you for those items.

11. Do you ship internationally?

- Yes, we ship internationally and to almost all countries. You will receive your shipment within 5-12 days after the order is shipped. Please note that international shipping usually takes around 2 weeks, but in some circumstances, it can take longer due to customs procedures and other factors.

12. I received a damaged item, what do I do?

- We apologize that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.

13. How can I track my order?

- Simply go to the Track My Order link on the Home Page or in the Main Menu and input your tracking number to see where your package is. If you need further assistance, we are always willing to help you.

14. Why isn't my tracking number working?

- Often, tracking numbers will only function on domestic orders, as foreign postal systems may not update the location of the package in our carriers' systems. International shipping usually takes around 2 weeks, but in some circumstances, it can take longer. If your order is domestic and the tracking number doesn't work, please let us know so we can ensure your items were properly shipped.

15. The tracking number says delivered, but I haven't received my order?

- All domestic (U.S) delivery issues become the responsibility of USPS once it’s been shipped from our warehouse or suppliers. You can contact USPS at (800) 275-8777 to locate your package at your local post office.

16. What do I do if something is missing in my order or is damaged?

- If any of your purchased items are missing or are damaged please contact us immediately to resolve the issue. We have a Money Back Guarantee which lasts 30 days prior to the delivery of your order so make sure to contact us within that time frame. To get a hold of us to assist you please either use the Contact Us tab or email us at support@theshadowcollective.com.