FAQs

Choose your options on the product page, select "Add to cart" and follow the steps at checkout. We prepare your order and email you when it is on its way.

Yes, within 6 hours of placing it. Write to us through the Contact us page with your order number and the change: you can change the product option and the shipping address. Once an order is processed, some details can no longer be changed.

If the change raises the order's value, an extra payment is needed; if we do not receive it within 48 hours, we ship the order as it was placed. If the change lowers the value, the difference is not refunded.

Within 6 hours of placing it. The payment fee, if one was charged, is not refundable. Orders cannot be cancelled after 6 hours.

Ask us within 6 hours. If you cancel some products, the order may no longer qualify for a promotion it had.

Tell us as soon as you notice; within 6 hours we can update it. If an address stops us from delivering, we email you. If we do not hear back in time, we may cancel the order and refund what is left after the costs already incurred.

At the top of your order confirmation email. No email? Check your spam folder, or contact us with the email address you used at checkout.

Orders are prepared within 7-10 business days, then shipped with tracking.

US Standard shipping takes about 10-20 business days after your order ships. Other options and countries are shown at checkout, and your order confirmation shows an estimated delivery date. Peak seasons can add 5-10 business days.

Every US order ships free, with tracking. For other countries, the options and any fee are shown at checkout before you pay. See the Shipping Policy for details.

Yes. The options for your country are shown at checkout. International orders are shipped duties unpaid, so any customs duties and taxes are paid by the recipient.

Use the link in your shipping email, or enter your order number and email on the Order tracking page.

A new number can take 1-2 days to appear in the carrier's system, and after a shipping email the details can take 3-5 working days to update. If it still shows nothing after a few days, contact the carrier, then us.

An order can ship in more than one parcel, each with its own tracking number. Check your emails for each one.

Contact us with your order number. If a Standard or Premium order has not arrived 45 business days after it was placed, you can claim a replacement or refund up to 60 business days after the order date (Eco: after 60, up to 90).

Contact us within 7 business days of delivery with your order number and photos of the problem; an unboxing video helps. If the claim is approved, we send a replacement or a refund.

An unboxing video, photos of the issue and any damaged parts, a photo of the original shipping label, and for a wrong item, photos of what you received. For a size that does not match the size chart, add photos of the size label and of the item measured with a ruler.

No, never. Please do not send items back without our request: we cannot take responsibility for an unapproved return.

Once we confirm your claim by email, we process it within 7 business days. A replacement's tracking number follows within 7-10 business days. Your payment provider decides when a refund reaches your account.

Our Refund Policy does not cover a wrong size, design or colour chosen at checkout, so check the options before you order. Within 6 hours you can still change them.

A failed delivery caused by the recipient's absence, a wrong or incomplete address or a refused parcel, and theft after delivery.

Items folded for packing can arrive creased, which is not a flaw. Spread the item flat for 3-5 days.

The methods open to you are shown at checkout. Our Terms of Service list Visa, Mastercard, American Express, Discover and PayPal.

Just after your order is placed.

Payments are processed in US dollars. If your card uses another currency, your bank's exchange rate applies.

Checkout runs over HTTPS, and card payments are handled by our payment provider. Our Privacy Policy explains what we keep and why.

Over USB. Depending on the item, that is a power bank, a computer or a USB wall adapter, and each product page says which.

No. Where an item runs from a power bank, use one you already own that matches the output named on its page, such as 5V/2A for the foot warmer and the women's vest.

Most items have settings: the vest, blanket and seat cushion have 3, the foot warmer has 4 levels and a 15-60 minute timer, and the neck warmer's warmth is adjustable. Start on the lowest setting.

Sizes are on each product page: the women's vest comes in S to XXL, and the insoles in M (EU 35-39) and L (EU 40-44).

Unplug it and remove the power bank first, then follow the care instructions that come with your item.

To save your favourite products: sign in or create an account to keep them in your wishlist.

Through the Contact us form, where you can attach up to 10 files (10 MB max each), or by email at support@shops-support.net.

Reply STOP to any message. Texts are only sent if you signed up for them.

We keep order information for our records until you ask us to delete it. Contact us to ask.