Frequently Asked Questions
General Information
Where are we located & where do we ship?
Our company is located in the USA. We ship all over the United States and we do offer international shipping for some our products.
What's our working hours?
We are open Monday – Friday from 8:00 am to 5:00 pm CST (Central Standard Time). We are closed on weekends.
What method of payment do you accept?
We accept all major credit card institutions, in addition to Shop Pay, and PayPal.
What currency are your prices?
Prices you see on our website are in US dollars. If other currency used, please refer to: https://www.xe.com/es/currencyconverter/
If you are located outside of the USA, you may also want to check if your country has any specific duties or fees. Extra custom fees may apply depending on the country. The responsibilities of duties and tax charges lies in the hands of the customer.
Order
Where is my order?
Order inquiries can be obtained by emailing our customer service at: support@arthritishope.org to make your assistance more efficient, please provide your order number or email address to locate your account.
How do I modify an order?
Order(s) cannot be modified after checkout due to our processing time is immediate. However you can contact customer service at support@arthritishope.org for assistance, if needed.
How can I cancel an order?
Customer can only cancel an order if it has not been processed or shipped.
Why is my order delayed?
Order can be delayed due to several reasons. However, if your delivery window has passed, contact customer support at: support@arthritishope.org
Where can I send a complaint of my order/product?
If customer is not satisfied with the product or has any issue, please contact customer service for assistance at: support@arthritishope.org
Shipping
How do I change my shipping address?
Shipping address must be verified at the end of your purchase (before check out).
Please verify street name, apartment# (if applicable), city, state & zip code.
All information must be correct before check out.
Please note: Once an order has been processed, no changes can be made.
What happens if I entered the wrong shipping address?
Processing time of an order in our system is immediate. Therefore, if shipping address is incorrect and it was not verified before the end of your purchase, “No changes can be made”.
However, you may contact us for assistance to see if we are still able to make any changes to your order at: support@arthritishope.org
How do I know my order has been shipped?
Once your order has shipped our system will automatically send you notifications about your order status (including a tracking number).
Where is my tracking information?
If you have not received your tracking information, please contact customer service for assistance at: support@arthritishope.org
Return / Refund / Exchange
How do I return an order/item?
Please contact Customer service for assistance and instructions. Please do not return product without receiving proper instructions at: support@arthritishope.org to be eligible for a return, your item must be in the same condition as received. Also it must be in the original packaging.
Customer will be responsible for shipping cost and must provide the following information:
- Order number
- Reason of return
- Photo of the product
Please review our refund and exchange policy, which can be found at the bottom of our website.
How do I get a refund?
Our company has a 30 day Refund policy from the day the order is received.
If 30 days have passed, we can no longer grant a refund.
Once you have completed the Return Instructions, you will receive an email confirmation of approval or rejection of your refund.
If you are approved, your refund will be processed on your original method of payment.
Please note: Refunds must be processed on your original method of payment. If the original method is no longer available, refund must be processed with a store credit for the same dollar amount of your purchase.
Late or missing refunds
*If a refund is not received, customer must check their bank account or financial institution.
*Contact your credit card company, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted.
*If the above has been accomplished and the customer still has not received their refund, they must contact our Customer Service department at: support@arthritishope.org or 1-844-943-2013.
What is a Store Credit?
If a customer does not qualify for a refund/exchange, you might qualify for a Store Credit. Please keep in mind a Store Credit can only be applied one time for the full amount of original purchase of the product.
How do I exchange an item on an order?
Our company has a 30 day Exchange policy from the day the order is received.
If 30 days have passed, we can no longer grant an exchange.
Customer must contact Customer Service for any discrepancies with their order or product upon receipt.
*A one-time exchange is permitted within 30 days of receiving the product.
Items are only replaced if it’s a wrong size, defective or damaged. If you need assistance please contact customer service for instructions at: support@arthritishope.org
Customer will be responsible for shipping costs and must provide the following information:
- Order number
- Reason of exchange
- Photo of the product
Customer must provide a tracking number of returns so the exchange can be processed upon receipt of the original item.