Email support@shftdco.com as soon as you can. Everything physical we sell is made to order, so the window to change or stop an order is short. Do not assume a change has gone through. It is only done once support replies and confirms it.
Fast Track passes are digital, so they are not made to order. The guidance in this article covers physical items. If you bought a pass and something is wrong, email support and they will tell you what can be done.
Email support right away
- Write to support@shftdco.com. We reply within 24 hours.
- Use the same email address you used on the order.
- Include your order number.
- Say exactly what you want changed and what it should be instead. For an address, paste the full corrected address.
- Send one email rather than several. It keeps the whole request in one place.
Why the window is short
Nothing is sitting on a shelf waiting. Your order is made after you place it. Production usually takes 1 to 3 business days, and up to 5 to 7 business days during a rush of orders. Once a piece has been made it cannot be unmade. After that the parcel goes to the carrier. The earlier your email lands, the more we can do, and support will tell you where your order stands.
Address, size and quantity
Ask for any of these as early as possible. A corrected shipping address is the most urgent, because a parcel sent to the wrong address is hard to get back. Support will tell you what is still possible on your order.
Cancelling
We do not cancel orders that have earned entries. The Official Rules state that purchases which earn giveaway entries are final, because entries are written into the permanent record the moment the order is paid and are never removed. If something is wrong with your order, email support and say what happened. They will tell you what can be done.
If it is already made or on its way
You still have options. If the size is wrong, you have 30 days from receiving your order to ask for a size exchange. You pay to send the item back and we cover sending the replacement out. The replacement is made to order as well, so the production window applies again. If the item turns up faulty, damaged, or is not what you ordered, contact support first. You do not pay to return our mistake.
Your entries are never removed. They are recorded when your order is paid, at the rates in place when the order was placed, and they stay on your account after an exchange. You can see them on the My Entries page in the side navigation at account.shftdco.com, signed in with the same email as your order. For anything giveaway related, the Official Rules are the final word.