Support

Welcome to ExploreThese Support. This page is your hub for order help, shipping questions, returns, payments, tracking, and technical issues.

How to contact us

Email: support@explorethese.com
Hours: Monday to Friday, 9:00 to 18:00 U.S. Eastern Time. Weekend monitoring for urgent delivery issues.
We provide support by email so we can keep a clear record of photos, tracking numbers, and troubleshooting steps.
Form: You may also fill out our support form below, and we’ll get back to you as soon as possible.

What to include in your message

Send these details to speed up resolution:

Order number and the email used at checkout
Item name and a short description of the issue
Photos for damaged or incorrect items
Tracking number if available
Carrier claim number if you already opened one

Order status and tracking

Use Track My Order for the latest carrier updates.
Tracking may take 2 to 5 business days to begin updating after a label is created, especially for partner fulfilled shipments.
If your order is 7 days beyond the outer limit of the estimate shown at checkout, email Support so we can investigate with the carrier.

Change or cancel an order

Email Support as soon as possible with your order number and the exact change you need.
Changes and cancellations are possible only before an order enters processing.
After processing or shipment, use the Return & Refund Policy once the item arrives.

Returns and exchanges

Most items are returnable within 30 days of delivery if unused and in original packaging.
To start a return, email support@explorethese.com for an RMA and instructions.
If the item is defective, damaged, or incorrect, we cover return shipping.
For change of mind or similar reasons, customers pay return shipping.
Exchanges are offered when inventory allows. Otherwise return for a refund and place a new order.
See the Return & Refund Policy for full eligibility and timelines.

Delivered but missing

If tracking shows Delivered but the package is not present:

Check with household members, neighbors, and any building office.
Review delivery photos if provided by the carrier.
Wait 24 hours, since carriers sometimes pre scan.
Open a trace or claim with the carrier.
Email Support with your order number and the claim number so we can assist.

Once a package is confirmed delivered to the address provided at checkout, risk after delivery is not covered by ExploreThese. Consider signature service for higher value orders.

Damaged or incorrect items

Email support@explorethese.com within 7 days of delivery with clear photos of the item, the packaging, and the shipping label. We will arrange a replacement or refund after review.

Payments and billing

We accept the payment methods shown at checkout, including major cards and PayPal.
Payments are processed by PCI compliant providers.
For failed payments, verify card details, billing address, funds, and any 3D Secure prompts.
Approved refunds are issued to the original payment method and typically appear within 5 to 10 business days after processing.
See the Payments page for full details.

Technical help

If a page is not loading, try a different browser or device, clear cache and cookies, and disable VPNs or ad blockers.
If checkout errors persist, include a screenshot and the exact error text in your email to Support.

Accessibility

If you need assistance placing an order or accessing content, email support@explorethese.com. We will provide alternatives or personal assistance within our support hours.

Data privacy and security

We use SSL and reputable payment processors. We will never ask for your full card number by email. For details about how we handle personal information and your rights, see the Privacy Policy.

Escalation

If you believe a case needs escalation, reply in the same email thread and include the word Escalate in the subject line. A senior team member will review the case.

Related pages: Terms & Conditions · Shipping Policy · Return & Refund Policy · Payments · Privacy Policy · FAQ · Track My Order