Frequently Asked Questions
How can I contact Collective Sherpas?
You can email us at firstname.lastname@example.org, where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
Where do you ship from?
We ship from the United States.
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and payments.
When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take 2-4 weeks to arrive.
What if I don't receive my order?
You are eligible for a full refund if you don't receive your order within 30 days after shipping.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties, and customs fees may be charged once your order arrives at its final destination, which your local customs office determines. Payment of these charges and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please get in touch with your local customs office.
How do I return an item?
Please get in touch with us at email@example.com
What if the item(s) I received are defective/incorrect/damaged?
Please get in touch with us if you have received merchandise that is incorrect, missing, or defective. Please include your order number, photographs of the item(s), and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please get in touch with the card-issuing bank with questions about when the credit will be posted to your account. If you have yet to receive a credit for your return, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.