Email support@shftdco.com. That is the support address for SHFTD, and you get a reply within 24 hours. Put your order number and the email address you used at checkout in that first message.
Include this every time
- Your order number.
- The email address you used at checkout. Your order is found by that email, and it is also the email that has to match when you sign in to your account.
- What you ordered, including the size if it is a physical item.
- What you would like to happen. An exchange, a replacement, or just an answer. Say it plainly.
- Photos help if the problem is something you can see.
What to send for each common issue
- Damaged, faulty or wrong item. Send your order number and photos of the item. Contact support before you send anything back. You do not pay to return a SHFTD mistake.
- Size exchange. Send your order number, the size you have and the size you want. The window is 30 days from the day you received the order. You cover shipping the item back, and SHFTD covers sending the replacement out. The replacement is made to order too, so the production time applies again. Your entries are not touched.
- Where is my order. Send your order number. Everything is made to order, so production happens first, and the carrier estimate only starts once the parcel has been handed over.
- Entries look wrong. Send your order number and how many entries you expected. Entries are recorded when the order is paid, not when it ships, and the rates are frozen at the moment the order was placed. Entries are never removed once awarded, including after an exchange.
- A bonus entry code did not work. Send the code exactly as you typed it, along with your order number. Only one bonus code applies per order, and the one that earns you the most is applied automatically.
- A Fast Track pass did not arrive. Send your order number, and check your junk folder before you write. A pass is a one time digital purchase. It is not a membership, a subscription or a tier, and there is no membership product at SHFTD.
- Signing in, or the My Entries page. Send the email you are trying to sign in with and the email that is on the order. They have to match.
Never send payment details
Do not email your card number, the security code on the card, the expiry date, your banking details, or any password. Your order number and the email on the order are enough to find your order. If a message claiming to be from SHFTD asks you for payment details, do not reply to it.
What happens after you write
You get a reply within 24 hours. Send follow ups on the same email thread rather than from a second address, so the whole history stays in one place. If nothing has arrived, check your junk or spam folder first, and check that the address you used was support@shftdco.com.
Worth checking before you write
- Your entries. The My Entries page at account.shftdco.com, in the side navigation, shows the active giveaway with a live countdown, the entries you hold, your odds, your individual entry numbers, an Awaiting draw section and a Past giveaways section. Sign in with the same email as the order. Odds appear once you hold entries. The page is read only.
- Timing. Production usually takes 1 to 3 business days, and up to 5 to 7 business days during a rush of orders. Only after that does the parcel go to the carrier, from Levis, Quebec. Orders ship mainly with Canada Post, though another carrier may be used when it makes sense.
- Delivery estimates. Canada Post Expedited Parcel standards are 1 to 4 business days within Quebec and to Ontario, 2 to 8 business days to Western and Atlantic Canada, and 6 to 14 business days for northern, remote and territory addresses. They are counted in business days starting the next business day after the parcel is handed over, and they are estimates, not guarantees.
- Tracking. Tracking and delivery confirmation are included. Signature on delivery is a paid extra and is not included.
- Delays. Canada Post posts service alerts and peak season adjustments at canadapost.ca.
- Free entry. There is a free mail in route, and no purchase is necessary. The Official Rules give the exact method.