Answers for your questions

Have a question about order, deliver or your ShiftCam? We may have the answers for you.

ORDER & PAYMENT

I have a coupon code, how to apply it to my order?

We usually will share a link to you with a promo-code automatically applied once you click through the link to our website. You can double check the promo code or enter promo code following the instruction below:

1. After you have added your items to cart, go to the cart by clicking on the cart button on the top right-hand corner.

2. Click "checkout and enter code" at the bottom of the cart page;

3. and then you will enter the checkout flow,

if you are using a smartphone, please tab "Show order summary" to expand the section before you enter contact information, there you will find the text box "Gift card or discount code", you may enter the discount code there, and the discount will be reflected;

if you are using a computer, you will find the text box "Gift card or discount code" in the column on the right under your order items, input the discount code and the discount will be reflected.

I forgot to use my coupon code, can I apply it after?

No worries! We can apply a valid coupon code to your order after it's already been placed. We will issue a refund for the difference back to your card. Email us with the order number and the name the coupon code you are trying to apply by following the "contact us" link below.

*Please Note:

  • A maximum of 1 coupon code can be applied per order
  • Coupon codes usually do not apply to products that are already discounted, check the terms and conditions of the promotion or contact us to learn more
  • Storewide sales and automatic discounts cannot be extended beyond the sale end date (no exceptions)

Do you accept Apple Pay and PayPal?

Yes, we accept a wide range of payment methods, Apple Pay, Google Pay, Paypal and credit card payment through a trusted payment gateway employed by corporations, such as Lyft, Target, Under Armour and more.

Can I cancel my order?

If your order has already been shipped, we can no longer cancel your order. If after receiving your order you would still like to cancel you can send the package back please refer to our return policy and contact us by clicking the link at the bottom of this page.

Can I change my order?

If your order has already been shipped, we can no longer edit your order. You may contact us by clicking the link at the end of this page and we will try our best to help with your needs.

Trouble with checkout...

Why isn't your website working?

There are a couple things that we suggest trying:

1. Clear your cache on your browser. You can find instructions for your browser type online -- each is a little different.
2. Update your browser, it may be due to an old version of java script.
3. Try a different browser.
4. Try a different device. Our website is optimized for mobile and tablet as well.

If none of this works please email a screenshot of what's happening, this will allow us to get this problem fixed.


Why isn't my zip code validating?

For whatever reason, the bank sometimes has a different zip code for your billing address than the one entered. Please try using a different card or double checking with your bank as to why this zip code isn't working.

Keep in mind you may see a purchase reflected on your credit card, but we can assure you that your card will not process the charge and it won't actually go through.


My card was declined, what do I do?

It happens where our credit card processing company will not accept your chosen payment method. They don't give us too many details, but generally, this means there have been previous issues with fraud or chargeback abuse on the card.

As you did attempt to checkout, keep in mind you may be seeing a purchase reflected on your credit card, but I can assure you that your order has not processed and the charge didn't actually go through.  

To place an order, you will need to use a different credit card.


The "Place Order" button isn't working, what now?

My apologies for the technical trouble! Our engineering team identified an issue that was preventing customers from clicking the "place order" button and this has been resolved now.

Here are the instructions to fix the issue:
1.  Clear your cache. Typically this is CMD+Shift+R or Ctrl+Shift+F5, but make sure to follow that link if you are having difficulty.
2. You should now be able to complete your order
3. If that doesn't fix it, use an incognito or private browsing window to retake the survey.


How do I sign into my account?

There's no need to create an account to utilize any of our site features. After you place an order you will have the option to create an account and save your information for future orders, but everything else on our site is available without an account.

A product's price dropped - can I get reimbursed?

The price of a product is always subject to change. We are happy to reimburse you the price difference within 7 days of when your purchase has shipped. If your order's ship date is outside of that 7 day window we are not able to reimburse you.

I have that product in a pre-order or back-order, can I still get the price difference reimbursed?

Yes, you can get the price difference reimbursed because the order has not shipped yet.

SHIPPING

Do you ship to my country?

We ship to over 200 countries worldwide. Any country you see in the drop-down at checkout, is a country we ship to. If you can't find your country in the drop-down, we recommend having your order shipped to a nearby country and forwarding it on from there.

Do you ship to APO or PO Box addresses?

Good news: we do! Our policy for shipping to a military address or PO box is below:

We are able to ship to PO boxes and military addresses with the shipping option available.

Please note delivery can take longer and in some cases and may take up to a couple weeks.

When will my order arrive?

The processing time for your order depends on several things: the type of order, whether your order is in stock, and when you place it. Please keep in mind, once an order is shipped you can no longer cancel or modify it. If you wish to add an item to your order, you must proceed with placing a new one. If you wish to cancel your order, you must follow our standard return policy which can be found here.

Here’s what you can expect:

International Delivery Times: Orders typically take 5-18 business days to reach international destinations, but can sometimes take a bit longer depending on customs delays. You can check the delivery time at checkout when you choose the shipping method.

I chose expedited shipping, will it ship today?
We try our best to ship expedited shipping everyday Monday-Friday. Order placed before the shipping deadline – 5AM GMT for all orders. Any orders placed after these timeframes will be processed the next business day, which adds one business day to the estimated arrival.

Will my order ship today?

Orders are shipped daily Monday – Friday. Orders placed before the shipping deadline – 5AM GMT for all orders. Any orders placed after these timeframes will be processed the next business day, which adds one business day to the estimated arrival.

What does the term “business days” mean?

Business days means working days, Monday through Friday. Saturdays, Sundays, and holidays do not count as a shipping day.

Do you have any shipping guarantees?

We’re so sorry, but we cannot guarantee that your order will arrive by a specific date. When customers have a tight deadline, especially one that is coming soon, we always suggest that you order well in advance because we do not guarantee orders arrive by a certain date.

How can I track my order?

Once your package ships, a tracking link will be sent to your inbox within 1-2 business days. Keep in mind, we cannot directly control the delivery times once the package has been handed off to the carrier.

Where is my order shipped from?

All orders both international and domestic are shipped from our warehouse in Hong Kong.

What to do if my order is returned to sender?

So sorry your order failed delivery and returned to our warehouse. The easiest way to resend your order is to have you place a new one. This way we don't make errors trying to manually make you an order or trade several emails trying to get everything we need.

Please reach out to us with your order number so that we can refund your order (less shipping costs). Keep in mind we get charged return shipping charges when the order doesn't arrive. We are eating some of these costs for you so hopefully, you're able to make a new order and get the gear. We would hate to see you leave.

Why is my tracking not updating?

Tracking can sometimes take a few days to update as it passes from one carrier to another, and this is a normal part of the shipping process. You can always access the latest tracking status by entering your e-mail and order number in our tracking portal here. If you keep the tracking portal open on a tab in your phones web browser, you will need to hit refresh to see the latest updated information.


What if my order is held in customs?

Some countries ask for import duties and taxes to be paid for upon arrival of receiving the parcel, which can sometimes cause an order to be delayed. Generally, the process for customs takes a few days, and the worst case is a few weeks.

If you don't see movement on your parcel feel free to  contact us.


My order hasn’t moved in a few days, I think it’s lost!

If you think your order may be lost, we can reach out to our shippers and open an investigation claim for you. Typically, claims can take up to 14 business days (business days do not include Saturdays or Sundays) to hear back on a solution. During this time, we have to wait before we can send out a replacement or offer a refund. Often times, packages turn up and are delivered during the investigation process so we appreciate your patience during this window of time.


It’s been more than 20 days, what now?

If your package has not been delivered or updated even after the 20th business day, please reach out to our support team so we can open an investigation claim for your parcel. Please keep in mind that investigations do take 14 business days from the day the claim has been opened to hear back on a solution.


If a claim has been opened on my package, how long does it take?

Please allow 14 business days from when the claim was submitted before hearing back on a solution from our team. We will work as fast as we can with our shippers to try and get an update on your package.

RETURN & EXCHANGE

How do I return or exchange my order?

If the product itself is defective, or if the final product is materially different than the design displayed in the campaign, we're here to help and have a 100% satisfaction guarantee. Under these conditions, our products can be returned within 30 days of the original purchase of the product. To return a product to ShiftCam please contact us and we will assist you as soon as possible.

Please ensure that:

The product was purchased in the last 30 days; and the product isn't used; and either a) the product itself is defective, or b) the final product is materially different than the design displayed in the campaign.

Products that do not meet these criteria will not be considered for return.

Please be advised that once your item has been shipped, your order cannot be modified or cancelled. Orders are shipped within 12 hours in some cases.

After you have contacted us you will receive instructions for returning your item(s). Shipping charges incurred in connection with the return of a product are non-refundable. You are responsible for paying the costs of shipping and for the risk of loss of or damage to the product during shipping. Once your return has been received we will refund your order for products only - the shipping cost will not be refunded.

What to do if something is wrong with my order?

If you received a damaged product, please notify us immediately for assistance. We will be more than happy to get a solution so you are 100% happy.

MORE QUESTIONS?

Facebook Messenger @shiftlens

cs@shiftcam.com