If something is wrong with your order, the details below can help you explain the issue so we can look into it.
Missing or undelivered package
- Wait 48 hours past the delivery date — packages occasionally show as delivered before they arrive
- Check with neighbors, household members, mail rooms, and your local carrier
- Confirm the shipping address on your order is correct
- If still missing, email orders@shoptheevolution.com within 14 days of the delivery date so we can file a carrier or fulfillment partner claim
Damaged on arrival
- Take clear photos of the damage and the outer packaging
- Email orders@shoptheevolution.com within 7 days of delivery with your order number and photos
- We’ll review the issue and explain the available next steps
Wrong or incorrect item
Email us within 14 days with your order number and a photo of what you received. We’ll send the correct item and provide a return label for the wrong one (where return is requested).
Production defects (POD)
Print-on-demand items occasionally have defects (misprints, stitching issues, color shifts). Submit photos within 14 days and we’ll work directly with the production partner to replace the item — no return required in most cases.
Tracking not updating
Carriers sometimes go several days without scans, especially internationally. If tracking has shown no movement for 10+ business days, contact us and we’ll investigate.
Digital delivery issues
Check your order's access instructions and email folders. The account library is still in development. For missing instructions, corrupted files or access errors, see digital download help or contact us with your order number.
How we resolve issues
- Review: include your order number and a description of the issue
- Investigate: we coordinate with the carrier or fulfillment partner if needed
- Resolve: replacement, reshipment, refund, or credit — whatever fits the situation
- Follow up: we confirm closure and check that the fix worked for you