The Fastest Ways to Get Support, Ranked
PLEASE NOTE THAT WE ARE CURRENTLY EXPERIENCING A VERY HIGH VOLUME OF SUPPORT REQUESTS AND ARE WORKING TO GET BACK TO EVERYONE WITHIN 1-2 BUSINESS DAYS BUT COULD BE DELAYED BEYOND THAT.
PLEASE DO NOT SEND IN MULTIPLE SUPPORT REQUESTS AS WE ARE ANSWERING THEM IN THE ORDER THEY ARE RECEIVED.
MANY QUESTIONS WE ARE RECEIVING ARE AROUND DELAYED SHIPMENTS OR MISSING ITEMS IN ORDERS. PLEASE CHECK THE FOLLOWING HELP ARTICLES AS THESE MAY PROVIDE ANSWERS TO MANY OF YOUR QUESTIONS:
For this article, we've compiled a list of all the ways to get product and order support, ranked by speed and convenience.
Note: If you just placed an order and need to modify or cancel it, email us at firstname.lastname@example.org so we can be sure to get it handled before it ships. For any other questions or issues, follow the steps below.
#1 -The Help Center [blazing fast] - Make this your first stop. We've got a whole database of intuitively organized, quick access articles covering everything from shipping rates, to discount codes, to all sorts of product-specific questions for everything we make. This is instant, on-demand support for almost any issue that you may encounter. PRO TIP: for any product-related questions, be sure to check out the SPECS tab on the product page (in the center of the black bar just below the main product image on each product page. We go hard in the specs tab).
#2 - The Contact Form [decently quick, 1 biz day max]- We work hard to get back to everyone within 1 business day, but usually you can expect to hear back from us within a few hours. When we're in the middle of a Kickstarter, or a sale, or a holiday or weekend, or some other bonkers event, response times can be a little longer.
#3 - TEXT US [expeditious during biz hours. We won't leave you on 'read', pinky promise] - We call this one 'The Triple 7 Special'. 7AM-7PM, 7 days a week (California time): (415) 801-0250.
#4 - Chat [super fast during business hours] - Send us a note through the little 'Support' button at the bottom right corner of the site. We don't have set chat hours, but we usually have someone available for chat support from 10am-5pm Monday thru Friday. During the off-hours, the Support widget will direct you to relevant help articles in the Help Center.
#5 - FaceBook Messenger or Instagram DMs -[Moderate quick-osity]- If you prefer support via social media, we can do that too. Our social DM support team is much smaller than our email squad, but we still generally will reply within one business day. Just be sure to include your order number and/or email, so we can be sure to quickly link you up with your order.
#6 - Leave Us a Voicemail [The least quick] - If all the methods above have failed you, we do have a voicemail service. We've found that the vast majority of our support tasks often involve sending a reference link of a photo, or emailing order change confirmations, etc. So support issues that begin with a phone call usually end with some kind of email communication, which is why email is the preferred support method. It's quicker for you and easier for us. Everybody wins. If you do call, just leave a message with your name, number, email, and order number (if applicable), and our Customer Service Manager Jen will give you a ring, usually within one business day.
AND if you're really wanting to just get your hands on some stuff, don't forget to check out our store locator. Odds are, there's a shop near you that stocks our stuff. If you're in the San Francisco area, stop on by our Flagship store. We're open, cautiously, keeping our masks on, hands washed, and distance social.