FAQs
Frequently asked questions
Orders
How do I place an order?
Browse the store, add items to your cart and go to checkout. You can pay by card, Shop Pay, Apple Pay, Google Pay or PayPal.
Can I cancel my order?
Yes, within 1 hour of purchase. Email support@shelfflex.com with your order number. After that, your order may already be processing.
Can I change an item, colour or quantity after ordering?
Yes, within 12 hours of ordering. Email support@shelfflex.com with your order number and the change you'd like. If the new total is higher, we'll email you an invoice for the difference; if it's lower, we'll refund the difference. After 12 hours, your order may already be with our fulfillment partner and can no longer be changed.
I entered the wrong address. What do I do?
Email support@shelfflex.com within 12 hours of ordering with your order number and the correct address, and we'll update it before your order ships.
Shipping
Where do you ship?
To the United States, United Kingdom, Canada and Australia. Most products ship from warehouses in the US; some ship from our partners in China.
How long does delivery take?
Orders are processed within 1–3 business days and delivered within an estimated 7–12 business days after that. Carrier delays, weather or customs can occasionally add time.
How much is shipping?
Standard shipping is free on every US order, with no minimum. Orders to the UK, Canada and Australia pay a $7 flat rate.
What if my order is late?
If it hasn't arrived within the estimated delivery time, contact us and we'll send a replacement or a full refund.
Tracking
How can I track my order?
We email you a tracking number when your order ships. You can also use our order tracking page.
Why isn't my tracking number working?
Tracking can take 2–5 business days to show updates after shipment. If it still doesn't work after that, contact us.
Will my order arrive in one package?
Not always. Items from different warehouses may arrive separately, each with its own tracking number, at no extra cost.
Returns and refunds
What is your return policy?
Every order is covered for 30 days from delivery: if an item arrives damaged, defective, wrong or late, you get a free replacement or a full refund. Products whose page shows "30-day returns" can also be refunded for any reason within 30 days, and you don't need to send them back. Full details are in our Refund Policy.
How do I request a refund?
Email returns@shelfflex.com with your order number and what happened. For damaged or wrong items, please add a photo or short video.
How long do refunds take?
Approved refunds go back to your original payment method within 5–10 business days.
Reviews
Where do the product reviews come from?
Some products show reviews imported from customers who bought the same item through another online marketplace. Those reviews are labelled on the product page.
Payments
Is my payment secure?
Yes. Payments go through Shopify's encrypted checkout and our payment providers.
Contact
How can I contact you?
Email support@shelfflex.com. We reply within 24 hours, Monday to Friday, 9:00 AM – 5:00 PM EST.