I ENTERED THE WRONG ADDRESS!
We'll need to update this with the carrier. Please get in touch as soon as possible with your order number and correct shipping address, and we will attempt to make this change for you!
Please note that this change may slightly delay your shipment or delivery time by about 24-48 hours.
WHY HAVEN'T I RECEIVED AN ORDER OR SHIPPING CONFIRMATION?
Make sure you’ve searched your promotional, junk, and spam folders in case the notification has landed there. You can mark us as SAFE too so that you won’t miss an email from us in the future!
Still no luck finding this one? Not to worry, reach out to us support@weganoshop.com
WHY IS MY ORDER IS DELAYED?
Firstly, please double check the shipping option you selected. Cut off times for all orders are 5:00pm EST, Monday through Friday. If you received a shipping confirmation email, then your order has been dispatched and is currently with the carrier.
Carrier delays may occur due to weather or other issues that may be out of our control. If you placed an order and have not received a shipping confirmation email from us after 24 hours, please reach out to our Customer Experience team support@weganoshop.com.
WHY CAN'T I TRACK MY PACKAGE?
Until your parcel has been sorted and scanned by the carrier, there won’t be any tracking events for you to check on. This may show as a ‘label created’ status with the carrier, and the carrier may take 24 hours to update tracking information online. If you received a shipping confirmation with your tracking number, this indicates that your package has been dispatched and is on its way to you.
Orders placed over the weekend or on a public holiday are shipped the following business day. International orders will make their way to customs upon departure and entry into your country, so be sure to give it some time just in case you are not seeing any movement on your package.
MY PACKAGE WAS DELIVERED, BUT I HAVEN’T RECEIVED IT!
If no one is home at the time of delivery, your package will be left in a safe location at your shipping address. We also recommend checking with your building management or neighbours who may have collected it for you.
Once you’ve scoped out all possible delivery locations with no luck finding your package after 10 business days, reach out to our Customer Experience at support@weganoshop.com. Please include the following information in your message:
- Your name
- Order number
- Email address used to place the order
- Shipping address you provided at checkout when placing your order
Please note - Wegano is not responsible for lost, held, or damaged packages sent to freight forwarding services. If you placed an order and your shipping address is a forwarding address, you are responsible for contacting your forwarding company to locate your shipment.
WHERE DO YOU SHIP TO?
We currently ship to the United States only, but will be extending it out to other countries shortly!
HOW DO I RETURN AN ITEM?
As per our Refund Policy, we do not accept returns. However, if you are unhappy with your item, due to it being defective, damaged, or the wrong item, please contact us right away and we will issue a refund, if applicable, as store credit.
To fix this ASAP, head to our Contact Us page or send an email to support@weganoshop.com to get in touch with us. Add "Order Issues - Damaged Package" in the message and include the following information in your message:
- Your name
- Order number
- Email address used to place the order
- Product name and code of the items ordered found on your order confirmation email
Photo of the damaged package and/or items - please have this ready for when you receive a reply because you won’t be able to attach an image via the Contact form.
HOW DO I CONTACT SOMEONE AT WEGANO?
You have a few options! This includes:
- Talk to us on live chat! You can find the chat icon in the lower right-hand corner of your browser window.
- Submit an inquiry via the form on our contact page.
- Reach out to us directly by sending an email to support@weganoshop.com
- Call us at +1 888-570-4957 (Mon - Fri, 9am - 5pm EST).
I RECEIVED A DAMAGED PACKAGE!
We're sorry to hear that!
To fix this ASAP, head to our Contact Us page or send an email to support@weganoshop.com to get in touch with us. Add "Order Issues - Damaged Package" in the message and include the following information in your message:
- Your name
- Order number
- Email address used to place the order
- Product name and code of the items ordered found on your order confirmation email
Photo of the damaged package and/or items - please have this ready for when you receive a reply because you won’t be able to attach an image via the Contact form.
WHY WAS MY ORDER CANCELLED?
If you've placed an order and received a cancellation email, we sincerely apologize! This happens when the product quantity wasn't available when it came time to process your order.
Not to worry! The cancellation/refund notification confirms that we've already gone ahead and issued a refund for the out of stock item(s). The refund will appear back in your account in 3-5 business days, depending on your bank’s clearance times.
We suggest signing up for a restock notification on the item, and you will be notified via email when the product becomes available again!
CAN I CANCEL OR CHANGE MY ORDER?
As soon as you place your order, we’re working on our end to make sure that you receive it on time. Unfortunately, this means we are unable to make any changes as it’s already being processed.
I RECEIVED THE INCORRECT ITEM!
We apologize for this mistake! To fix this as soon as possible, head to our Contact Us page or send an email to support@weganoshop.com to get in touch with us.
Add “Order Issues - Incorrect Item” in the message, and include the following information in your message:
- Your name
- Order number
- Email address used to place the order
- Product name and code of the item ordered found on your order confirmation email
- Product name and code of the item received
- Description/photo of the item you received - please have an image of the incorrect item ready when you receive a reply because you won’t be able to attach an image to the Contact form.
You may also email our team directly with all of the above to support@weganoshop.com
I’M MISSING AN ITEM FROM MY ORDER!
We apologize for this!
Please head to our Contact page to get in touch with our Customer Experience team, add “Order Issue - Missing Item” in the message, and be sure to include the following:
- Your name
- Order number
- Email address used to place the order
- Product name and code of the missing item ordered found on your order confirmation email
- Photo of the package if it looks tampered with
- Please have an image of the package ready when you receive a reply because you won’t be able to attach an image using the Contact form.
You can also email our team directly with all of the above to support@weganoshop.com