FAQ
FAQ Page
To provide you with the best customer experience, your feedback is greatly encouraged. If you have any questions, please contact us!
When will I receive my order?
Your order is very important to us. Please note that due to incredibly high demand your item may take up to 7-15 business days to arrive. However, most of the time our products will arrive a lot quicker, just be aware sometimes it is out of our control. So you do not need to worry if your order does not arrive next day! This doesn’t include our 1-2 day processing time.
Rest assured, all orders comes with a Tracking Number. So you can shop with a peace of mind!
We can track our orders and keep you updated!
What is my Tracking Number?
Your Tracking Number will be emailed to you within 1-3 business days after your order.
Please reach out to our friendly customer experience team if you did not receive it after 7 days!
How Can I Contact Store Name?
Simply fill in the Contact Form or via email support@explorerthreads.com
Which currency will I be charged in?
We process all orders in store currency - USD.
Will I receive an order confirmation when I place my order?
Yes, all customers will receive an order number after placing their orders.
Please contact us if you don't receive one within 24 hours.
How can I pay for my order?
We accept the following payment cards: Visa, Mastercard, Discover, Amex, Venmo, JCB, Diners Club and Apple Pay. We also accept PayPal payments.
Is Checkout on this site safe and secure?
Of Course! Our store is certified Level 1 PCI DSS compliant and meets all 6 categories of PCI standards.
We use the most up to date security systems and encryption software to ensure your personal details such as name, address and bank details are kept safe and secure.
If I enter my email address will you sell my information?
We do not sell our customers information. Emails are strictly for follow-up, also to send newsletters of our promotions and coupons for discounts if you signed up to receive our Newsletter.
Will I be charged for customs and taxes?
The prices displayed on our site are tax-free in USD, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are 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 contact your local customs office.
Can I change the receiving address of the order?
We aim to pack and ship out your order as quickly as possible. If you need to change your receiving address, please contact our customer service personnel as soon as possible after ordering the goods and provide a new receiving address. Our customer service personnel will handle it for you, because we can only change your products before they are unpacked and shipped, so you need to contact us as soon as possible to change the address
What if I provided wrong address?
It is the responsibility of the buyer to enter the shipping address correctly. We do our best to speed up processing and shipping times, therefore there is a very small time gap to change the address of your order. If you decide to change your shipping address, please write to us at support@explorerthreads.com as soon as you place your order. We will do our best to make the change, however, we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so.
If it's too late for our team to make changes on your order, the only thing we can do is wait to see if the package gets returned back to us. If it does get returned back to our warehouse, we can then ship it to the correct address/provide you with a full refund.
Can I cancel the order after I place the order?
We aim to pack and ship out your order as quickly as possible. If you need to cancel your order, contact us as quickly as possible on support@explorerthreads.com. We’ll try our best to accommodate the cancellation but unfortunately we cannot guarantee that it will be possible.
Incorrect item in your order?
Unfortunately on occasion our warehouse may send out an incorrect item. If this has happened to your order, please contact our Customer Care team via support@explorerthreads.com so we can sort this out as quickly as possible. Include your order number, the name of the item you ordered and the code on the tag of the item you received.
Missing an item from your order?
If an item is missing from your order, please contact our Customer Care team via
Missing an item from your order
If an item is missing from your order, please contact our Customer Care team via support@explorerthreads.com with your order number and the name of the missing item. We will resolve this issue as quickly as possible.
How do I make a return?
Before returning items, follow the instructions on our Returns page explorerthreads.com/policies/refund-policy
We strongly advise you to retain a copy of the tracking/serial number of your return package to allow for easier tracing.
Can't find the question you are looking for? Don't hesitate to contact us. We are always here to answer your questions.
Email: support@explorerthreads.com