Frequently Asked Questions
Find quick answers to your questions about shipping, returns, and everything in between.
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We process orders very quickly to ensure the fastest delivery possible. If you need to make a change or cancel, please contact us within 12 hours of placing your order. Once the order has been processed by our warehouse, we are unable to modify it.
First, please check your Spam or Junk folder, as emails sometimes get lost there. If you still can't find it, you may have entered your email address incorrectly. Please contact our support team with your full name, and we will locate your order and resend the confirmation.
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay. All transactions are secure and encrypted.
If you entered the wrong address, please contact us immediately. If your order has not yet been shipped, we can update it for you. However, if the tracking number has already been generated, we cannot change the destination.
On rare occasions, we may have to cancel an order due to a stock discrepancy or a flagged security issue with the payment method. If this happens, you will be notified immediately via email and fully refunded.
Since we ship globally, delivery times vary by location. On average, orders arrive within 7 to 15 business days after dispatch. Please allow up to 1-5 days for order processing before shipment.
To get your items to you as fast as possible, we utilize multiple warehouses around the globe. If you ordered a kit or multiple different items, they may be shipped in separate packages and arrive on different days. Don't worry, the rest is on its way!
This is completely normal! It can take 3 to 5 business days for the carrier's system to update the tracking information after the package is picked up. If it has been more than 5 days and there is still no update, please contact us.
Yes! We are proud to offer worldwide shipping. Whether you are in the US, Europe, Canada, or Oceania, we will deliver to your doorstep.
In most cases, there are no additional fees. However, customs policies vary widely from country to country. We are not responsible for any customs fees or import taxes that may apply once the parcel reaches your destination country.
We offer a 30-Day Satisfaction Guarantee. If you are not happy with your product, you may request a return or refund within 30 days of receiving the item. Please note that the item must be in its original condition.
We are so sorry to hear that! You do not need to return a damaged item. Simply take a photo or video clearly showing the defect and send it to our support email. We will verify the issue and send you a free replacement or a full refund immediately.
Please contact our support team at contact@explorenze.com with your order number and the reason for the return. We will provide you with the correct return address and instructions. Please do not send the package back to the manufacturer without contacting us first.
Once your refund is approved, it will be processed immediately. However, it may take 5 to 10 business days for your bank or credit card company to reflect the credit on your statement.
If the item is being returned due to a change of mind (not defective), the customer is responsible for the return shipping costs. If the item is defective or the wrong item was sent, we will cover the costs or offer a full refund without requiring a return.
Yes, all our products come with a 30 days against manufacturing defects.
Our warranty covers any defects in material or workmanship under normal use during the warranty period. It does not cover damage caused by misuse, accidents, or unauthorized repairs.
To open a warranty claim, simply email our support team with your order number and a description/video of the issue. We will guide you through the replacement process.
In most cases, if a manufacturing defect is confirmed, we will send you a brand new replacement unit free of charge, rather than repairing the old one, to ensure you have a fully functional product as soon as possible.
The warranty applies to the original purchaser of the product and is non-transferable. Please keep your order confirmation email as proof of purchase.
Get In Touch with Us!
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Support Email
contact@explorenze.com
Phone
+1 312 2487734
Support Hours:
Mon-Sat, 9am - 5pm (EST)
