How to Reach CartClick Support (and What to Expect)

The short answer: email us

If you need help with an order, have a question about a product, or just want to tell us something, email is the fastest way to reach us. We respond to every single message, and our support team is available seven days a week.

Most emails get a reply within a few hours. The absolute longest you'll wait is 24 hours, and that only happens if your message comes in late at night or during a particularly busy stretch.

What happens when you email us

When your email hits our inbox, it goes into a queue that our Head of Customer Support monitors throughout the day. She checks it first thing in the morning and keeps tabs on it until the last ticket is handled.

Your message gets assigned to a real person. Not a chatbot. Not an automated system that sends you a template response with zero relevance to what you actually wrote. A person reads your email, understands what you need, and responds with an actual answer.

If your issue requires looking up order details, checking with the fulfillment team, or investigating something on the shipping side, we'll do that and get back to you. If it's going to take longer than expected, we let you know instead of leaving you hanging.

"Why email and not phone?"

We get this question a fair amount. Here's the honest answer: we're a small team. Running a phone line that's staffed seven days a week would stretch us thin in a way that would hurt the quality of every other thing we do.

Email also gives us something phone calls don't: a record. If you email us about an issue on Monday and follow up on Thursday, the person handling your ticket can see the entire conversation history. Nothing gets lost. Nothing gets "I don't see any notes from your previous call" — because it's all right there in writing.

We know that's not what everyone wants to hear. Some people prefer picking up the phone. We understand that. But we'd rather do email really well than do phone support badly.

What we can help with

Pretty much anything order-related. Here's what people most commonly reach out about:

Order status and tracking — Where's my package? When will it arrive? We can look that up in about thirty seconds.
Returns and refunds — Want to send something back? Need a refund? We've got a simple process. (We wrote a whole post about it: Our return and refund process.)
Product questions — Not sure if something is right for you? We can give you honest info about any product we sell. If it's not a good fit, we'll tell you that too.
Damaged or missing items — If something arrived broken, we'll send a replacement without making you jump through hoops.
General feedback — Good or bad, we want to hear it. It's how we get better.

Our track record

We're not going to throw around made-up satisfaction percentages. What we can tell you is that over 95% of support tickets get resolved within 48 hours. Most get handled same-day. The ones that take longer are usually situations where we're coordinating with a shipping carrier or waiting on a supplier, and in those cases we keep you updated.

We've had customers tell us they were surprised they got a response at all. That says more about the state of online retail than it does about us, but we'll take the compliment.

What we won't do

We won't give you a scripted non-answer. We won't bounce you between departments (we don't have departments — we have a team). We won't make you explain your issue three times to three different people. And we won't ghost you. If you emailed us and didn't get a response, something went wrong on our end, and we'd genuinely like to know about it so we can fix it.

Just email us

Seriously. If you're on the fence about ordering because you're not sure what happens if something goes wrong, test us. Send us a question before you buy. See how fast we respond and whether it's a real person on the other end. That's worth more than anything we could write here.

— The CartClick Team