Frequently Asked Questions
The most common questions:
I need to change my shipping address!
We can only update addresses before an order ships, and we are unable to request reroutes of packages once an order has been shipped.
If your order has not yet shipped, please send us an email to email@example.com that includes your order number and your new address. We’ll be happy to update that for your right away!
My order never showed up! Where is it?
If you feel your order is taking too long to get to you, don't worry! Our replacement policy covers lost packages up to 3 months after the order date. For replacements to be sent in the case of a lost package, we will need the shipping address re-confirmed so we know there were no issues in the address that would cause the package to be returned or misdelivered. If the address needs to be amended or changed, this will require a second shipping fee to be paid.
How do you know if the order has indeed been lost? There are some guidelines outlined below:
Domestic Orders - For orders within the continental United States, Alaska, Hawaii, and APO addresses, the delivery estimate is 7-10 business days. These orders include tracking capabilities with Standard Shipping through Mail Innovations, so you should be able to keep an eye on the package's progress. We can issue a replacement or a refund for the items if the tracking for the package has either 1) stalled for 10 consecutive business days, or 2) shows "delivered" but is not found in/on/near the mailbox or door within 2-3 business days of the delivered date. Please note that all timelines may be extended due to information provided by the mail carrier about delays.
International Orders - For international orders, the delivery estimate is 2-6 weeks. This depends on the distance from the origin point (Montana, USA) and the import/customs regulations and procedures in the destination country. These orders may not include tracking with Standard Shipping through Mail Innovations, so we may not have a way to locate the exact position of the package. We can issue a replacement if you have not received the package after 6 weeks.
I need to cancel my order, what do I need to do?
Send us an email (firstname.lastname@example.org) with the order confirmation number as soon as you decide to cancel your order! As long as the order has not yet shipped, we can cancel an order for a full refund.
If the order has shipped, we can only offer a refund of the item(s) minus the shipping fee upon the return of the merchandise.
Help! I’m having technical difficulty with my microscope!
Don’t worry! We’ve made some instructional videos to reference! You can check those out here. If the videos don’t answer your question, send an email with a detailed description of the trouble you’re having to email@example.com and we’ll be happy to help!
The MicroscopeSee More
Technical questions about the Journey to the Microcosmos Microscope.
Ordering Process and ProcedureSee More
Questions about placing your order.
Returns, Refunds, and ReplacementsSee More
Questions about what to do if something goes wrong with your order.
Merchandise InformationSee More
Questions about the products offered on the Journey to the Microcosmos Store.
Shipping Procedures and PoliciesSee More
Questions about what happens once your order ships and how shipping works.