Issues With Orders
The customer service team is available Monday through Friday from 8am-5pm, excluding any Holidays. All order inquiries will need to be emailed to firstname.lastname@example.org and any quick questions or product information, please feel free to use the chat feature on the website.
The issues that will need to be dealt with by the CS team are as follows:
- Changes to Orders: As long as orders are unfulfilled, email the CS team and we will do our best to make any changes before it is fulfilled and shipped.
- Faulty Products: Claims for faulty items upon arrival must be reported within 15 days of receiving your items to ensure proper credit. Please email a picture of the damaged or faulty item(s) with your order number to the CS team and we will take care of you.
- Received incorrect item or Missing an item: Please email the CS team with your order number and the issue and we will make it our top priority to get your correct item(s) sent out without any return charges. Please make sure you email us within 15 days after delivery with any of these concerns.
- Lost or Damaged item: We have partnered with ROUTE to give you peace of mind about your orders. ROUTE will be able to process your lost, stolen, or damaged packages in under 24 hours. Please file a claim with them between 5-15 days after order has been missing. By knowingly not accepting the insurance we offer at check out, we will not be able to refund or replace orders on our end. Click here to file a claim with them.To clarify the damaged items, if the item was defective from our manufacturer and it's our fault, then still email Senita and we’ll gladly help you out!
- Return to Sender: If you believe your package was Returned to Sender, please email the CS team with your updated address and information and we will reship your package as soon as possible. Our team will reach out to you if we receive a returned to sender and have not heard from you in order to correct the mistake and get your package back out to you.