Below are frequently asked questions, you may find the answer for yourself
If you have any questions that aren’t answered below then please reach out to us via our contact page.
How do I report a problem with my order?
Once you place an order, you will receive an e-mail with an order number. You can also login to your account and view your order number in the orders tab. Once you’ve located your order # send us a picture of any damage or concern and we’ll take care of the issue if we’ve made a mistake on fulfilling your order. To avoid delays always include a picture to request a reshipment or correction.
What happens to orders that are returned to Gymrilla?
Unfortunately, sometimes we receive orders returned to our facility. More often than not its due to an undeliverable address or the package was unclaimed at customs. We will reach out to you by your e-mail or phone number on file to see how you would like to proceed and ensuring we have your correct address. New shipping charges will apply if the order was unclaimed at customers, returned due to mistakenly ordering the wrong size or color, or if a wrong address was provided.
How long do I have to submit a claim?
If the product received was misprinted, damaged, or defective then you must submit a claim by e-mailing us at hello@gymrilla.com within 15 days after the product is received. For packages lost in transit, all claims must be submitted no more than 15 days after the estimated delivery date.
What happens if a package isn't delivered, but the tracking states that it did?
Gymrilla will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.
In the rare occasion that a parcel is marked as delivered by the courier, but you report you have yet to receive it – Gyrmilla
would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipients address.
In most scenarios, a delivery is made, but left in an unexpected location at a recipient’s address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person.
If the package isn’t found due to the carrier placing the package in a location claim we’ll reach out to the carrier. If the carrier agrees to fault and will reimburse us then we will submit a claim with the carrier. This process can take several weeks before it is resolved. We’ll do whatever it takes to deliver the goods.
What if the order is lost in the mail?
If your order hasn’t arrived, you must submit a claim no later than 15 days after the estimated delivery date. We’ll reach out to you as soon as possible to ensure the shipping address is correct and if so we’ll cover the costs and ship the replacement order as soon as possible.
Please note: If the tracking information states an order was delivered but you haven’t received it, we won’t take responsibility and reship that order until we confirm with the carrier they will reimburse the costs.
How long does it take to for orders to be shipped?
Most orders are printed and fulfilled within 5 business days. Then you will have to factor in the shipping time you selected at checkout.
