If you are experiencing issues initiating a return through our portal, it is often due to formatting errors or case sensitivity. To ensure the system can locate your order, please follow the troubleshooting steps below.
1. Case Sensitivity
Our return system is case-sensitive regarding contact information. When entering your email address, ensure it is written in all lowercase letters (e.g., name@example.com). Even if your email was originally entered differently at checkout, the portal requires lowercase for verification.
2. Proper Order Number Format
To successfully pull up your order details, you must include the # symbol at the beginning of your order number (e.g., #123456). Without this prefix, the system may fail to recognize the order.
3. Special Characters
Check for any accidental spaces before or after your email address or order number. Hidden spaces are a common cause for "order not found" errors.
What if I still create a return?
If you have verified the formatting above and still cannot access the portal, please contact our support team. When reaching out, include:
- Your full name
- Your order number
- The email address used for the purchase
Our team will manually review your order and help you complete your return.