Write to us about an order, a delivery, a warranty claim or product compatibility. We answer in the order messages arrive, and we answer every one.
Include your order number if your question is about an existing order — it is the fastest way for us to find the parcel and tell you something useful rather than asking you for details first.
Response times
We reply within one business day in most cases. Messages sent over a weekend are answered on the following business day.
Before you write about a delivery
Check the tracking number first. Processing takes 2 to 3 business days and is separate from transit, so a parcel that has not moved on the first day after ordering is normal rather than lost. Standard shipping runs 10 to 15 business days and express 7 to 10 — the full terms are on the Delivery & Payment page.
If tracking has genuinely stalled for several days, or a parcel shows as delivered and has not arrived, tell us straight away. Those cases are easier to resolve early.
Before you write about a device
Two questions save a round of correspondence: which device do you have, and has it been cleaned recently? Residue around the heating element is the most common reason a device stops reaching temperature, and it is not covered by the warranty because it is not a fault. Devices carry a 6-month warranty otherwise — the terms are set out under Warranty.
Compatibility questions
Every category page lists which devices its sticks fit, and every device page lists the ranges it takes. If you are still unsure which platform you own, send us a photo of the device and we will tell you which sticks to order.