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Shipping FAQ
Shipping & Delivery FAQ
1. Is my checkout submission a confirmed order?
No. Information submitted through checkout is only an Order Request sent to Super Arbor for review. It is not an approved, confirmed, or accepted order. An order number or automated email confirms receipt only. The Order Request remains pending unless and until our team completes its review and sends express written approval.
2. When will shipping and delivery information be available?
Shipping and delivery details are reviewed for each Order Request. If Super Arbor approves the Order Request, any available shipping or delivery information will be communicated for that approved order. Contact Customer Care for the information currently available about your submission.
3. What if an item is unavailable or its availability changes?
If availability changes during review or fulfillment, Customer Care may contact you about the status and any options available under Super Arbor’s then-current policies and applicable law.
4. Where will items ship from, and what delivery method will be used?
The fulfillment location and delivery method are determined from the details of the approved order, including the products, quantities, availability, and destination. Methods may include parcel, freight, local delivery, or direct shipment from a vendor.
5. Can I request a change or cancellation?
Contact Customer Care as soon as possible. We will review the request under Super Arbor’s then-current cancellation and return policies and applicable law, and communicate the decision or any available options.
6. What should I do if a delivery is damaged or incomplete?
Contact Customer Care promptly, preserve the product and its packaging, and provide the requested photos and information. Super Arbor will review the claim under its then-current Return and Refund Policy and applicable law.
Order Request Review and Approval
When you submit information through checkout, you are submitting a request to place an order with Super Arbor (an “Order Request”). For purposes of these policies, any reference to “placing,” “submitting,” or Super Arbor “receiving” an order before approval means only the submission or receipt of an Order Request. An Order Request is not an approved order, a confirmed order, or an accepted order.
An order number, automated email, acknowledgment, or other notice confirming receipt means only that we received your Order Request. It does not mean that Super Arbor has approved or accepted it.
Your Order Request remains pending while our team reviews product availability, product and pricing information, quantities, shipping requirements, delivery location, fraud screening, and other order details. It becomes an approved and confirmed order only if and when Super Arbor sends you an express written approval after completing that review. Until then, Super Arbor has not agreed to sell or fulfill the requested items.
Super Arbor may approve, decline, or propose changes to all or part of an Order Request for any lawful reason, including an error in product or pricing information, lack of availability, shipping limitations, quantity restrictions, suspected fraud, or legal or regulatory requirements. If we need additional information or propose a change, we will contact you.
Requests to change or cancel an Order Request or an approved order are reviewed according to its status and Super Arbor’s then-current cancellation and return policies and applicable law. Customer Care will communicate the decision or any available options.
Need more help?
Contact Customer Care by live chat, email at hello@superarbor.io, or phone at 1-877-490-7099.