If you've placed an order on Cratejoy and need assistance, we've simplified our support process to help you get solutions more efficiently. Whether you're tracking a package, requesting changes, or seeking a refund, here's what you need to know.
How to Get Help with Your Order
Our updated support process makes it easier to connect with sellers and get the assistance you need:
- Log into your Cratejoy account at cratejoy.com
- Click on "Get help with my order" from your account dashboard
- Complete the support form with details about your issue
- Submit your request and wait for a response
Your seller will have two business days to respond to your inquiry. This streamlined approach helps you address common issues like:
- Checking shipping status
- Reporting missing packages
- Canceling or skipping a subscription
- Changing product details
- Updating shipping or payment information
- Requesting refunds or exchanges
What If I Don't Get a Response?
If the seller hasn't responded within two business days, you now have two options:
- Open a case with Cratejoy Support - Our team can step in to help resolve your issue if the seller is unresponsive
- Request a refund - If your order hasn't shipped yet, you may be eligible for a refund without contacting support
This updated process ensures you don't have to wait as long (previously four days) before escalating your concerns.
Guest Checkout Users
If you checked out as a guest, you'll need to claim your account first to access these support options. Visit our help center article "Checking Out As A Guest" for instructions on claiming your account, then follow the steps above.
Why This Matters
Our improved support process cuts response time in half and gives you more options if sellers are unresponsive. We understand that quick resolution of order issues is important to your shopping experience, and these updates reflect our commitment to better customer service.
Remember, the seller is still your first point of contact for order-specific questions, but Cratejoy Support is always ready to help if needed.