We take every order issue seriously and resolve the vast majority within a few business days. Find your situation below for the fastest path to a fix.
Missing or undelivered package
- Wait 48 hours past the delivery date — packages occasionally show as delivered before they arrive
- Check with neighbors, household members, mail rooms, and your local carrier
- Confirm the shipping address on your order is correct
- If still missing, email orders@shoptheevolution.com within 14 days of the delivery date so we can file a carrier or fulfillment partner claim
Damaged on arrival
- Take clear photos of the damage and the outer packaging
- Email orders@shoptheevolution.com within 7 days of delivery with your order number and photos
- We’ll arrange a replacement or refund — most cases resolve within 5–7 business days
Wrong or incorrect item
Email us within 14 days with your order number and a photo of what you received. We’ll send the correct item and provide a return label for the wrong one (where return is requested).
Production defects (POD)
Print-on-demand items occasionally have defects (misprints, stitching issues, color shifts). Submit photos within 14 days and we’ll work directly with the production partner to replace the item — no return required in most cases.
Tracking not updating
Carriers sometimes go several days without scans, especially internationally. If tracking has shown no movement for 10+ business days, contact us and we’ll investigate.
Digital delivery issues
If you didn’t receive your download email, check spam first, then sign in and visit /library. For corrupted files or access errors, see digital download help.
How we resolve issues
- Acknowledge: we reply within 1–2 business days
- Investigate: we coordinate with the carrier or fulfillment partner if needed
- Resolve: replacement, reshipment, refund, or credit — whatever fits the situation
- Follow up: we confirm closure and check that the fix worked for you