FAQ – Encompass RL

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FAQ

Account FAQ

  1. Do I have to create a Encompass RL account to shop?

    • An account is not required in order to shop from our site! We do recommend that you create an account, as it makes it easy to check on the status of an order and gives you access to your full order history. You can also save your shipping information for a quicker checkout experience!

Order FAQ

  1. Can I change the shipping address for my order?

    • We know it's inconvenient when your package gets sent to the wrong address. If your order has not entered the packing process we can still change the address. Please contact our Customer Care team with your order number and the updated address ASAP.

  2. Can I change the billing address for my order?

    • Oops! Unfortunately, we are unable to edit the billing address once an order has been placed. Not to worry! It appears that you were able to successfully place your order. As long as your shipping address is correct, you will be able to receive your order!

  3. Can I change the email address to my order?

    • Yes! Please contact our Customer Care team with your order number, original email address, and the updated email address so that we may make the changes for you. Once your email address has been updated, we can resend your order confirmation and/or shipping confirmation emails to the updated address.

  4. Can I modify or cancel my order after I’ve placed it?

    • If your order has not entered the packing process we can still modify or cancel the order. Please contact our Customer Care team with your order number and desired changes ASAP.

  5. I received a package, but it wasn’t my order.

    • We’re so sorry for the mix up with your order! Please contact our Customer Care team with your order number and a picture of the item(s) you did receive with the shipping package. Please note that all order issues must be reported within 14 days of delivery. We’ll get your order straighten out asap!

  6. I am missing item(s) in my order.

    • We’re so sorry for the mix up with your order! It's possible that it's coming in another package as all of our items come from the manufacturer and are generally shipped separately. Login to your account or check your email for all the tracking numbers. If you can't find it, please contact our Customer Care team with your order number. Please note that all order issues must be reported within 14 days of delivery. We’ll get your order straighten out asap!

  7. I received broken item(s) in my order.

    • Damage! That's inconvenient. Please contact our Customer Care team within 30 days of delivery with your order number a picture of the damaged item(s) with the shipping package. We’ll get your order straighten out asap!

  8. I received my package and have a problem.

    • Oh no! We do our best, but we understand that mistakes can happen. Your complete satisfaction is our top priority and we will gladly assist you with any issues with your order. Please contact our Customer Care team within 30 days of delivery so that we may help you further. Please note that you may be required to provide photos of your order for our team to best assist you.

Payments FAQ

  1. How can I pay for my order?

    • We accept all major credit cards and PayPal. You can even use Apple Pay and Google Pay. Unless you're paying via PayPal, you payment will be handled by Shopify Payments.

  2. Do discount codes expire?

    • All discount codes will come with an expiration date at the time that they are issued, so that you can plan your shopping date accordingly!

  3. Why Isn’t My Promo Code Working?

    • We recommend copying and pasting your exact code into the coupon box to apply your discount. Keep in mind that promo codes cannot be combined, nor can they be applied towards shipping (unless stated otherwise). They typically cannot be used during promotions as well, so double check the fine print when a promotion is live to be sure!

  4. Can I combine coupon codes on my order?

    • Unfortunately, coupon codes cannot be combined, nor can multiple codes be applied to a single order. So sorry!

  5. How do I use PayPal to pay for my order?

    • Once you are prompted to enter your payment information during checkout, please select the PayPal option. You will be redirected to PayPal to complete your order at this time.

  6. Can I get a refund if the price has changed?

    • Unfortunately, we are unable to honor any promotions for orders placed outside of the promotional time frame as this would be unfair to the rest of our customers. We’re so sorry for any inconvenience, and appreciate your understanding!

  7. Will I be charged International Bank Fees?

    • When placing an order, the final total you see during checkout is in USD. Once your bank pulls the funds, they will account for the current exchange rate. Your bank may or may not charge additional fees for international transactions. Please reach out to your bank for more information on any additional charges/fees!

  8. It looks like you charged me twice for my order.

    • If your credit card was declined when you first tried to place your order, you’ll see a pending transaction in your account. We do not capture funds for declined transactions, and this charge will automatically drop off your statement within a few business days. If multiple transactions do process for the same order, please contact our Customer Care team and we will make it right.

Shipping and Delivery FAQ

  1. How are shipping rates calculated?

    • Shipping is a flat rate of $5.99 USD. Orders over $45 USD are eligible for free shipping! (some exclusions may apply)

  2. When will my order ship?

    • Our products come directly from the manufacturer and *usually* ship within 3-5 BUSINESS days (business days do NOT include weekends or holidays). Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.

  3. How long are shipping times?

    • All of our products currently come directly from the manufacturer, and can take a while to ship. It generally takes 2-3 weeks for shipping to the US, AUS, France, and potentially longer in other countries. At this time we do not currently offer expedited shipping. We apologize for the inconvenience! Be sure to subscribe to our newsletter or follow us on social media at the bottom of this page just in case we decide to offer this option in the future!

  4. How do I track the delivery of my order?

    • Once you've retrieved your tracking number, visit our Shipping Tracker. Once your order clears customs into your country, we also recommend using your local post office tracking tools, such as USPS or Australian Post.

  5. How do I get my tracking number?

    • Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you. If you have an account with us, you can also access the tracking number for your order there, once it becomes available. You can locate this information under your Account Details, where your full order history is accessible.

  6. My package says delivered, but I didn’t receive it.

    • Sometimes tracking information can be incorrect, and packages are marked as delivered before they actually arrive or get delivered to the wrong address. Check with your neighbors and/or post office for more information. Contact our Customer Care team with your order number if it doesn't get delivered within 2 business days.

  7. Do you combine orders?

    • Orders are subject to being automatically combined by our system if placed on the same day and shipping to the same address.

  8. Why is my order unfulfilled?

    • No need to worry, unfulfilled just means your order is processing and has not yet shipped! Once your order ships, it will be marked as Fulfilled/Shipped. You'll receive an email with tracking once this happens!

  9. Do you offer express or overnight delivery?

    • At this time we do not currently offer expedited shipping. We apologize for the inconvenience! Be sure to subscribe to our newsletter or follow us on social media at the bottom of this page for any changes in the future!

  10. What countries do you ship to?

    • 2-3 Weeks United States, Australia, France, Norway, Spain, Thailand, Ukraine

    • 3-5 Weeks United Kingdom, Canada, Sweden, New Zealand, Ireland, Hong Kong, Austria, Belgium, Brazil, Croatia, Denmark, Estonia, Finland, Germany, Greece, Hungary, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Netherlands, Norway, Poland, Portugal, Russia, Saudi Arabia, Singapore, Switzerland, Turkey

Returns and Refunds FAQ

  1. What is your return and refund policy?

    • Please Read the Return & Refund Policy

      TL;DR

      If an item arrives damaged, or if you decide you don't want the item otherwise, please Contact our customer care team within 30 days of delivery. 

      Any item that needs to be returned, you are responsible to pay your shipping cost to return your unused item to us.

  2. I need my refund redirected to a different account.

    • Unfortunately, we are only able to issue a refund to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to the correct account.

  3. My package was marked as undeliverable. What now?

    • Oh no! If your package is determined to be undeliverable, it will be returned. Once your package returns to us it will be cancelled and refunded and we will notify you if this happens. Unfortunately, we are unable to reship orders that are returned to us. You can put in a new order with an updated address.

Communication FAQ

  1. Do you have a phone number or chat option?

    • Visit our Contact Us page for current contact options

  2. How can I unsubscribe from your emails and newsletters?

    • You can unsubscribe from our emails by scrolling down into a previous email we've sent you and select unsubscribe. This will remove you from our emailing list!

      If you change your mind later, you can still subscribe to our newsletters by signing up on our website in the footer below!

  3. I’m not receiving any emails from Encompass RL.

    • Your Email provider (gmail, outlook, etc) may be marking our emails as Junk or Spam mail. Add customercare@encompassrl.com to your contacts to help prevent this.

  4. I'm having trouble signing into my account

    • If you received a message that says “Invalid login credentials”, this means your email address/password wasn’t recognized by our system. Double check to see if you’re using the same email address and password you registered with. If you can’t remember your password, click on the “forgotten password” link. It will ask for your email address and we’ll send you an email with a link that will let you create a new password.