Shipping FAQ

1- How long does it take for my order to ship?

Depending on the order volume, availability of the manufacturer/vendor, or any other cause beyond our control, some items can be shipped on the same day from our dedicated fulfillment center, while others may take up to 7 weeks (longer for discontinued and out-of-stock items).

Customers may return approved and eligible items for a refund within 30 days from the date the product is received (delivery date). Please refer to our refund policy page for details on return and refund eligibility.

Shipping times depend on the number of items ordered, delivery zip code, and the number of orders we have to fulfill.

2- How can I find the status of my order?

To inquire about the status of your order, please email us at Hello@superarbor.io or chat with us online. Include your name, order number, and email address or phone number.

For immediate concerns, you can reach our SuperArbor team via our hotline at 1-877-490-7099, available from 9:00 am to 7:00 pm PST.

3- Why is my order taking longer to ship?

Our standard shipping takes approximately 20 - 35 business days (excluding weekends).

4- What happens if the item I ordered is on back order or out of stock?
Items on backorder will be shipped once they are in stock at our fulfillment center or confirmed by our partner vendor/manufacturer. If there are any shipment delays, we will notify you by mail or email. Fulfillment typically takes 3-10 weeks from the purchase date, depending on the item and the number of orders we have to fulfill. Please note that delivery times for discontinued items may be longer than usual. We recommend contacting our customer service to confirm the availability of the item(s) before purchasing.

5- Where is my order shipping from?
Orders are shipped from various locations across the country, depending on the closest location where the item is in stock or the manufacturer's warehouse. SuperArbor is not liable for any delays in the delivery of merchandise caused by manufacturing scheduling, stock on hand, availability of materials, transportation difficulties, or any other cause beyond our control.

6- What kind of shipping method do you use for my order?
We offer four different shipping methods:

A- Truck/car delivery: We have drivers across the country (similar to Uber) who pick up your item from the warehouse and deliver it to you. This method is applicable only for deliveries within 200 miles of the warehouse. We call this Truck delivery.
B- FedEx Ground (Parcel): For orders below 200 lbs. and for long-distance shipments (over 200 miles).
C- Freight shipping: For orders over 200 lbs. and long-distance (over 200 miles) delivery. We partner with FedEx Freight for this type of delivery.
D- Direct shipments: Shipping directly from the vendor warehouse with their preferred carrier partners.

Please inspect your order upon receipt and contact the SuperArbor Team within 24 hours of delivery if there are any issues, such as receiving the wrong item, so we can quickly resolve it. Failure to do so will result in ineligibility for return or replacement requests, as this will be considered acceptance of the product's delivery condition.

7- Why have I not received my tracking number?
Tracking number notifications vary based on the shipping method, location (e.g., zip code), and vendor used to deliver your item(s). Tracking numbers for FedEx deliveries are sent via email three days before delivery. If your shipping method is via local truck delivery, you will receive the notification only 1-2 hours before delivery via email or SMS.

8- Can I cancel my order and get a refund?
Please review our refund policy here for more information.
Note: If you cancel an order after it is shipped, return shipping costs apply, and your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

9- Damage or Lost Reports Policy:

Customers must report any damage or issues with their order within 24 hours of receipt. To report a damaged or lost item:

1. Provide a clear image: Submit a clear image showing all products in their original packaging that displays the damage.
2. Report to delivery carrier: If possible, have the delivery carrier inspect the damage at the time of delivery. If not, you still have 2 hours to follow the above steps.
3. Same packaging proof: Ensure the product remains in the original packaging for proof.

Our team will review your claim internally and with our delivery partners, a process that typically takes about 10 business days. After our internal approval, we will submit the claim to the carrier. If the carrier approves the claim, we can offer a refund or, in some cases, a replacement, depending on the item, inventory, size, weight, and customer zip code. If the claim is denied, the decision is final and cannot be appealed.

10- How long does it take to receive a response to my email?
For immediate concerns, you can reach our SuperArbor team via our hotline at 1-877-490-7099, available from 9:00 am to 7:00 pm PST, or via our website's live chat.

Please note that the information provided in our shipping FAQ is subject to change and may not cover all possible scenarios that could affect shipping costs. By placing an order with us, you acknowledge and agree to the following conditions

- Extra Shipping Costs: Additional shipping costs may apply to your order depending on factors such as the quantity of items ordered, the type and size of the items, your shipping destination, the availability of inventory in our warehouses, and other factors that may influence the final shipping cost. We will make reasonable efforts to inform you of any extra shipping costs prior to processing your order.

- Shipping Destinations: We reserve the right to limit our shipping to certain geographical locations. In the event that we cannot ship to your location or an additional shipping fee is required, we will inform you during the checkout process or by contacting you directly.

- Inventory: In some cases, your order may be shipped from multiple warehouses, which could result in separate shipping charges or additional transit time. We will endeavor to minimize such occurrences, but we cannot guarantee that they will not occur.

- Delivery Estimates: The delivery estimates provided on our website are approximate and may be subject to change due to factors beyond our control, such as carrier delays, adverse weather conditions, or other unforeseen circumstances. We cannot guarantee delivery within the estimated time frame and are not responsible for any delays or additional costs that may be incurred as a result.

- Changes and Cancellations: If you need to change or cancel your order after it has been placed, please contact our customer service team as soon as possible. We will make every effort to accommodate your request, but we cannot guarantee that changes or cancellations can be made once an order has been processed for shipping.

By placing an order on our website, you acknowledge and agree to these terms and conditions. We reserve the right to update or modify this fine print at any time without prior notice. Please review this fine print periodically to stay informed about any changes or updates.

For email inquiries, please send your queries to Hello@superarbor.io and include your name, contact details, and concern. We thoroughly check each concern/inquiry, so it may take up to 48 hours to respond to your email. Thank you for your patience.