FAQs

The Covid-19 impacts work in warehouses, sorting centers, transport and parcel distribution. As a result, we are no longer able to guarantee our delivery times.

In recent weeks, we have successfully implemented many new measures to provide you with the best possible support (opening of the warehouse 24 hours a day from Monday to Friday, new slots at weekends, increased recruitment of order pickers, etc.)

At the same time, we are closely monitoring the situation with our transport partners in order to continue to offer the best possible quality of service in this context of crisis.

I would like to cancel my order ? How to do ?

We can only accept order cancellations if the order has not yet been shipped.

I made a mistake in the delivery address? Can you reship my order?

The error is not the fault of SublimForever, the customer will have to bear the delivery costs for the re-routing of the parcel. The package will be shipped after the merchandise has been returned to us or after confirmation from the carrier that the package could not be delivered.

Where do we ship your product from?

Our warehouses are located near Twin Lakes, WI.

Do you provide tracking information?

Yes, the tracking number is sent to you as soon as the package is shipped.

I received an item that was damaged or that I did not order. What can I do ?

We are sorry to hear that. Send us the following so that we can process your request:

• Photo of the package allowing to access the general state with visible transport label.
• Photo of product packaging with visible barcode.
• Photos of damaged items received (photo of the set and photo of the breakage).

My package is declared delivered but I have not received it. What can I do ?

We are sorry to hear that. Send us the following so that we can process your request:

• Copy of both sides of your identity card or passport.
• Amount less than $150: Sworn statement denying delivery, with order details and recipient signature.
• Amount greater than $150: filing of a complaint at the police station (mentioning the theft of the product, the order number, the signature of the recipient and of the police officer).

I have received my package, but one or more items are missing. What can I do ?

We are sorry to hear that. Send us the following so that we can process your request:

• Copy of both sides of your identity card or passport.
• Sworn statement denying delivery, with order details and recipient signature.

Where are you located?

Our offices are located in Casper, WY.

The carrier asks me to pay for customs clearance. What should I do ?

Customs clearance formalities vary greatly from country to country. This is why we cannot take charge of them. Customers located in countries outside the United States are responsible for the customs clearance of their order.

I still have not received my order. What is taking so long?

We apologize for the delay. Sometimes international shipping may take longer than expected due to customs clearance. You can, however, track your order and see where it is at any time. If you still feel that you need assistance in tracing your package or would like to inquire about it, please contact us by email at contact@sublimforeverstore.com

Do you have a refund policy?

We do our best to resolve any issues our customers may have with their items online. If you still wish to receive a refund on your order, we can of course complete the payment, in the event that the appeal is made within 30 days of the date of the order and the product(s) concerned are not on sale. For more information, please read our refund policy further. In general, transport costs are non-refundable, with some exceptions.