Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Most orders arrive within 7-14 business days of the shipping date, however, in some cases due to customs delays it can take up to 20 business days for orders to arrive.
For shipping related inquiries please contact firstname.lastname@example.org
At this time we do not have a system in place to track orders. We are working to have this for future orders, your understanding is greatly appreciated.
All of our credit card processing is done through both Stripe and PayPal no credit cards are kept on file on our servers.
This simply means that the order has been processed and shipped. Essentially the order has been “completed” from our end and is now on its way to you!
Yes! DeeperThanWeKnow™ ships all orders worldwide.
There is nothing to worry about, the rest of your order is on the way! We ship some items separately so that even if some SKUs aren’t available it won’t hold up the entire order and you will receive every item as fast as possible.
If you need to swap an item
Returns and Exchanges
If we have shipped you the wrong item or an item hasn’t arrived within 35 business days from the day it shipped then we will refund or replace your order upon request. For a refund or replacement request to be accepted, in regards to an incorrect item that has been delivered or an item that has not arrived, you will need to raise the issue to us within 90 days from the day your order was shipped.
Send us an email email@example.com
Send us an email ASAP. Make sure to include [SHIPPING ADDRESS] in the subject line so we can prioritize your request. If the order has not been dispatched yet we can change this shipping address for you.
Yes, you can cancel your order at any time before it ships. Once the item has been sent out cancellation cannot be made.
Yes, items on back order can still be purchased. They will be shipped to you as soon as we have the item back in stock.