Order and shipping FAQ February 27, 2023 21:47 Updated How do I place an order? How do I submit a tax exemption request? How do I cancel my order? What is Eko's shipping policy? How long does it take for my order to be fulfilled? How do I update my shipping address? How do I track my order? My order is wrong! I am missing an item or I received the wrong product. My tracking states that my order has been delivered but I haven't received anything! What can I do? Can you ship with signature required? Can I schedule a pick up from Eko’s warehouse? My tracking has not updated in over 3 business days? What should I do? How do I place an order? Here's how to place an order on ekohealth.com: Visit shop.ekohealth.com. Click on the product you’re interested in. Once you’re on the product landing page, click Add to Cart. The item is added to your shopping cart. Click the shopping cart icon to check out. Make sure the item and quantity is correct. Click Checkout. Enter your shipping information. The shipping cost is auto-calculated. Select your preferred delivery option. Enter your card and billing information. Click Pay Now once you’ve verified all the information is correct. How do I submit a tax exemption request? Visit Submit a tax exemption request in our Help Center. How do I cancel my order? If you want to cancel your order or change the shipping address, send an email with the subject line Cancel Order to support@ekohealth.com. You can also call during our business hours at +1 (844) 356-3384. If your order has already shipped and you want to cancel, we'll either reroute the package (if possible) or you'll be responsible for shipping it back for a refund. What is Eko's shipping policy? See Eko's full shipping policy. Pre-ordered or back-ordered products will ship when available. We make an effort to communicate estimated shipping times for all out-of-stock items. Note We currently don't offer international shipping. Visit our dealer locator to find Eko-friendly dealers worldwide. How long does it take for my order to be fulfilled? Orders placed by 1:00 p.m. Pacific Time on Monday through Friday will usually ship the same day. Please allow 1 business day for order processing. Any orders placed on the weekend or on a public holiday will be generally shipped the next business day. Engraved and personalized orders may take an additional 3 business days to ship. Orders shipping to PO boxes, & APO addresses, Alaska, Hawaii, or U.S. territories may take additional time for delivery. How do I update my shipping address? If your order status is unfulfilled, contact Eko support about your order. We'll update the shipping address for you. If your order has already shipped, we'll do our best to re-route it, but can't always guarantee it. How do I track my order? Once your order has been fulfilled, we'll send you an email with your online tracking information. My order is wrong! I am missing an item or I received the wrong product. We’re so sorry if this happened to you. We do our very best to make sure orders are packaged correctly. Please contact support with your order number and photo of all the products received and we'll ship you the right items immediately. My tracking states that my order has been delivered but I haven't received anything! What can I do? We’re so sorry for any inconvenience and understand this can be a very frustrating experience. Eko is here to help. Please confirm the shipping address on the tracking and make sure to also check your surrounding area and with your neighbors. If you still can't locate your parcel, please contact support. Eko will open an investigation with the courier on your behalf to locate your missing parcel. Investigations can take up to 3 business days to conclude. We'll be happy to re-ship your order if needed and can only do so once the investigation closes. Can you ship with signature required? Yes, we can! Contact support to make that request. Can I schedule a pick up from Eko’s warehouse? No, unfortunately we don't allow people to pick up orders at our warehouse. My tracking has not updated in over 3 business days? What should I do? We’re so sorry that your order is delayed. We understand that this can be a very frustrating experience. Eko is here to help. Weather, storms, or big events can cause delays in different parts of the world that are outside of our control. We'll be glad to call the courier on your behalf and send you updates as we hear from them. The best solution in these circumstances is to wait. If we’ve determined that the package is lost, Eko can look into re-shipping the order.
