Shipping policy
FREQUENTLY ASKED QUESTIONS
Community Experience Team Hours
Our community experience team is available Monday-Friday from 8:00 AM-5:00 PM PST. Please email us at [email protected] and allow us 3 business days to respond. We promise we will get back to you as soon as we can!
ORDERS & SHIPPING
When will I receive my order?
Once your package has left our warehouse, your tracking information will be emailed to you. Make sure to check it daily. If you purchased internationally and your order status hasn’t changed in 30 days from the last tracking update we will consider the package lost. If you have further questions, or if you would like to cancel your order, please email [email protected] . WNRS is not responsible for carrier delays. We apologize for the inconvenience!
What is the status of my order?
All orders placed after 10am PST will ship out within 3-5 business days. All orders placed on Friday after 10am PST will ship out the following week. Our warehouse is closed on weekends and all USA bank holidays. Please reach out to us at [email protected] or text us at (215) 770-5740 with your name, order #, and request so we can help you out.
Do I qualify for free shipping?
We’re Not Really Strangers offers free domestic shipping with orders over $75 USD. Please note the below shipping timelines are estimates from the carrier not guarantees.
What carrier will my order be shipped out if it qualifies for free shipping?
Your orders will go out standard domestic economy shipping. (5-12 business days)
What days do you ship?
We ship on business days, which are Monday-Friday. We do not ship on Saturdays, Sundays or Holidays.
Do you ship internationally?
Of course! The only countries we DO NOT ship to at this time are: Bhutan, Bangladesh, Brazil, China (Inner Mongolia), India, Iran, Iraq, Laos, Mongolia, Nepal, Burundi, Cape Verde, Chad, Congo - Brazzaville, Congo - Kinshasa, Equatorial Guinea, Eritrea, Gambia, Lesotho, Liberia, Libya, Namibia, Rwanda, Seychelles, Uganda, Ukraine, Fiji, French Polynesia, Kiribatia, Norfolk Island, Samoa, Tonga, Vanuatu, Wallis & Futuna, Russia, Guernsey, Isle of Man, and Jersey.
What are the shipping timelines for international orders?
International orders are going to take a little longer to get to you. All International Carriers may experience a general slowdown across the board regarding both shipping and tracking information, though the majority of packages are being delivered on schedule. Please allow 72 hours after fulfillment for tracking information for international packages to display properly. WNRS is not responsible for carrier delays. We’re so sorry for the inconvenience.
International Express does not deliver to PO boxes.
What are your domestic shipping options?
Standard (5-12 business days)
Expedited (4-7 business days)
Express (2-4 business days)
Business days do not include Saturdays, Sundays, and Holidays.
What will the fees be on my international order?
The cost of shipping goes towards shipping the item only and not towards any additional customs fees and/or taxes that may be charged for international delivery. The customer is liable for any additional customs fees and taxes necessary to receive the package.
We understand that our international rates are high. We promise that we are working on improving this for you while making sure to provide you with the quality you deserve. We always want to ensure your order gets to your country safe and sound.
My tracking information says my package was delivered but I haven't received it. Now what?
Please reach out to [email protected] , our team will guide you on next steps for the claim process. Occasionally an international or domestic order will be held at your local post office. Reasons for the order being held can be a customs fee (international orders) or the package was not able to be delivered in your mailbox.
Can I change or cancel my order?
This one’s tough. If you received an email saying that your order shipped, then we cannot cancel your order. It means it has already left our warehouse and it is in the good graces of the carriers. If it has not shipped, and you wish to change or cancel an order after you’ve submitted it, please email our Community Experience team at [email protected] .
Where are my items coming from?
Our fulfillment center is in Nevada.
Order Protection
What is Order Protection?
OrderProtection.com covers your order for every major issue that can occur during shipping. Your order will be protected against loss, damage, theft, wrong items, defective items and missing items. If something goes wrong during shipping, you can quickly file a claim in a few clicks. You'll receive a refund or reshipment if your claim is approved.
To protect your order, make sure Order Protection is toggled on in your cart.
How do I purchase Order Protection?
In your cart, there is a toggle to turn Order Protection on or off. Turn on Order Protection to purchase protection for your order! If you have protection turned on, you will see it appear as a line item during checkout.
How do I file a claim with Order Protection?
Click here to file a claim.
Please note that you’ll only be able to file a claim if you purchased Order Protection when placing your order.
What does Order Protection cover?
OrderProtection.com covers your order for loss, damage, theft, wrong items, defective items and missing items.
How long does it take for my claim to get resolved?
You’ll typically get a response within an hour, and most claims are resolved that same day. OrderProtection.com has 24/7 support staff so you can expect responses and communication around the clock.
I didn’t add Order Protection to my order, but I need to make a claim.
If you chose not to purchase Order Protection at checkout, and you have an issue with your order, you’ll need to contact our customer service team. You can contact us at [email protected] .
How long do I have to make a claim?
You can submit a claim 30 45 days from the date you placed your order depending on the claim type.
RETURNS/EXCHANGES
What is the return/exchange policy?
Unless the item is damaged, or order was incorrect, please note all sales are final and may not be returned, cancelled, or exchanged. If the item is damaged, or the incorrect item was received, please email us within fourteen (14) days of the date your order is received at [email protected] and provide your name, order number, description of the issue and please attach a photograph of the incorrect or damaged item received. Please note the following exceptions to our return and refund policy:
Returned items must have tags still on and be returned in original product packaging.
Returned items must have no visible signs of wear or use.
To initiate an exchange, please complete the following steps:
Please email our team at [email protected] to let us know you would like to initiate an exchange. We will help you through this process.
We will need the info about your original item and what you would like to exchange it for. Your new item will not be shipped to you until you provide us with the return tracking information. Please note we do not offer return shipping labels and this cost will be on you. Exchanges can take up to 5-7 business days, once we receive your old item. If your desired item is out of stock, then you can exchange it for an item of equal value.
Please ship the item back to us at the address below:
We're Not Really Strangers
3755 E Post Rd Suite 100
Las Vegas, NV 89120