FAQ - COVID
How do I contact customer service?
You can contact our customer service department at firstname.lastname@example.org.
We have received a higher volume of emails than usual, but we will respond to you as soon as possible in the order in which we receive your email.
Why haven't I received an email response yet?
We are receiving more emails than usual.
This is the reason why our customer service is delayed.
We try to reply to all emails in the order in which they are received.
Please do not reply to the same thread if you are expecting a response. If you do, your email will be recognized as a new email and this will delay our response.
When will my order be shipped?
Orders can take up to 48 business hours to be processed and shipped.
Why hasn't my tracking number been updated?
There have been many delays from our shippers as well as our international courier service.
Many packages shipped have not received an updated tracking number.
Your package may have been dropped off at a shipping service for processing and shipping, but your tracking information may not indicate that it has been accepted into the shipping service's system.
We have seen packages with tracking numbers that were not updated prior to delivery and packages delivered without updated tracking numbers.
Please allow 7 business days for your tracking number to be updated.
If you do not receive a tracking update after these 7 business days, please contact our customer service department email@example.com.
What should I do if my package is delivered but I haven't received it?
Please allow 48 business hours after your tracking number is posted for your package to arrive. We have found that some of our packages sent by our shipping services may show that they have been delivered before they arrive. That is why we ask you to wait 48 business hours before your package arrives.
We would like to remind you that Gnome For You® is not responsible for lost/stolen packages.
If you have not received your package after 48 business hours from the tracking number indicating delivery, please contact our customer service department with your order number at firstname.lastname@example.org.
What should I do if I have not received a confirmation/update email?
You can contact our customer service (email@example.com) by providing the following information:
- First and last name
- Order number (6-digit number)
- Date of purchase
- Email address
- Shipping address
We will use the information provided to determine why you did not receive a confirmation/update email, and to correct any errors (if any).
We would like to remind you that we do not change the information provided to us unless you ask us to do so. We use the information provided by the customer and assume that this information is correct.