Product Support

How to get a useful answer fast

We answer every message. Sending the details below gets you a proper answer on the first reply instead of the third.

What to include

• Your order number. It's on your confirmation email and lets us see exactly what shipped.
• The product name and variant — size, color, or configuration.
• What is happening, and what you expected instead. The gap between those two is usually the diagnosis.
• When it started and whether anything changed around that time.
• What you have already tried, so we don't send you back over ground you have covered.

Photos and video

A clear photo answers more questions than a paragraph. Shoot in good light, include a wide shot for context and a close-up of the problem area, and use video for anything intermittent, noisy, or movement-related. Those are close to impossible to diagnose from a still image.

What happens next

We'll confirm we have your message, ask for anything missing, and give you a clear next step — a fix, a replacement part, a return, or a repair. If we need to check something with a supplier, we'll tell you that rather than going quiet.

Before you contact us about delivery

Check your tracking link, then check with neighbors and around the property. Carriers often mark a parcel delivered a little before it actually arrives, and safe-place deliveries aren't always where you would expect. If it still hasn't appeared after a day, write to us with the order number.

Reach us on the contact page.