FAQs
Orders and Shipping
Tracking updates may take 24-48 hours to appear. If your tracking information hasn’t updated after this time, it could be due to delays with the shipping carrier. Please contact us at [email protected] so we can investigate further.
Yes, we currently offer free shiping worldwide! Please visit our Shipping Policy page for more information.
If no one was home at the time of delivery, the carrier will leave the package in a safe location.
Be sure to check around your home and with neighbors/building management who may have collected the package for you.
Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.
On some occasions, packages may be marked as delivered but take additional time to arrive.
If you still are unable to locate the package, please reach out to the carrier.
If you need additional assistance, please email our team.
Our Commitment to Seamless Shipping
We are dedicated to providing you with a hassle-free and efficient shipping experience. We want to ensure that you are informed about our shipping procedures, so please read our shipping policy below:
Processing Time:
- Once your order is placed and payment is successfully processed, our team will begin the process of preparing your order. We work diligently to have your items ready for shipment within 24-48 hours.
Shipping Methods:
- To guarantee the secure and timely delivery of your orders, we collaborate with reliable shipping carriers. The shipping method selected for your order will be determined by several factors, including the destination and the size/weight of the package.
- For most orders, we offer standard shipping.
Shipping Costs:
- We now offer free shipping worldwide.
Estimated Delivery Time:
- Update 5/1/24
Due to high demand, orders may take 10-14 days to arrive. Please email us at support@calmari.com for any questions.
Order Tracking:
- As soon as your order is shipped, we will provide you with a tracking number through email or your customer account. You can use this tracking number to monitor the progress of your shipment online. Kindly note that it may take up to 48 hours for the tracking information to be updated in the carrier's system.
Address Accuracy:
- To ensure successful delivery, we urge you to double-check and provide an accurate and complete shipping address during checkout. We will not be held responsible for any delays or non-delivery resulting from incorrect or incomplete address information provided by the customer.
Non-Delivery or Lost Packages:
- While it is a rare occurrence, if a package is not delivered within the estimated timeframe or is lost in transit, please do not hesitate to reach out to our customer support team. We will immediately initiate an investigation with the shipping carrier to locate the package or arrange for a replacement or refund, depending on the specific situation.
Should you have any further questions or concerns regarding our shipping policy, please feel free to contact our customer support team. We deeply appreciate your patience and understanding as we work tirelessly to deliver your orders efficiently, all while providing the highest level of service.
We are currently offering FREE International Shipping!
Tracking your Calmari order is quick and easy! Here’s how:
Check Your Confirmation Email:
Once your order is shipped, you’ll receive a shipping confirmation email containing your tracking number and a link to track your package. Be sure to check your spam or promotions folder if you don’t see this email in your inbox.Visit Our Tracking Page:
You can also track your order directly by visiting our tracking page and entering your order number and email address.Still Need Help?
If you’re unable to find your tracking information or have any questions, feel free to contact us at support@calmari.com. We’ll be happy to assist you!
Note: Tracking updates may take 24-48 hours to appear after your order has shipped.
At Calmari, we work hard to ensure your order reaches you as quickly as possible. Delivery times depend on your location and the shipping option selected during checkout. Here’s a general guideline:
Processing Time:
- Orders are processed and shipped within 1-3 business days.
Estimated Delivery Times:
- Due to high demand, orders may take 10-14 days to arrive. Please email us at support@calmari.com for any questions.
Tracking Your Order:
- Once your order is shipped, you’ll receive a confirmation email with a tracking link to monitor your package’s journey.
Possible Delays:
While we strive to meet these delivery times, external factors like customs processing or courier delays may occasionally affect shipments. If your order takes longer than expected, please don’t hesitate to reach out to us at support@calmari.com.
Thank you for your patience and understanding. We’re here to ensure your Calmari experience is seamless and enjoyable!
Please contact our customer service team at support@calmari.com. Please include your order number and the reason for cancellation in your message.
Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.
Returns and Refunds
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it and in its original packaging.
You must initiate the return by contacting us within 30 days of receiving your order. Once initiated, you have an additional 14 days to return the item. Returns received after this period may be subject to partial refunds or store credit, depending on the condition of the product and at our discretion.
To start a return, you can contact us at [email protected].
Damaged or Defective Products: If you receive a damaged or defective product, please contact our customer service team within 30 days of receiving your order. We will arrange for a prepaid shipping label to be sent to you for the return of the damaged or defective item. Upon receipt and verification of the returned product, we will promptly send you a replacement unit or issue a full refund, depending on your preference.
Unsuitable or Unwanted Products: If you wish to return a product because it is not suitable or you no longer want it, please contact our customer service team within 30 days of receiving your order. Please note that in such cases, return shipping costs will be the responsibility of the customer. The product must be returned in its original condition and packaging. Once we receive and inspect the returned product, we will issue a refund for the purchase price, minus any original shipping costs.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected].
Once your return has been received and processed, you will be notified via email when the refund has been issued.
Please allow 1-3 business days for the refund to reflect in your account.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it and in its original packaging.
You must initiate the return by contacting us within 30 days of receiving your order. Once initiated, you have an additional 14 days to return the item. Returns received after this period may be subject to partial refunds or store credit, depending on the condition of the product and at our discretion.
To start a return, you can contact us at [email protected].
Damaged or Defective Products: If you receive a damaged or defective product, please contact our customer service team within 30 days of receiving your order. We will arrange for a prepaid shipping label to be sent to you for the return of the damaged or defective item. Upon receipt and verification of the returned product, we will promptly send you a replacement unit or issue a full refund, depending on your preference.
Unsuitable or Unwanted Products: If you wish to return a product because it is not suitable or you no longer want it, please contact our customer service team within 30 days of receiving your order. Please note that in such cases, return shipping costs will be the responsibility of the customer. The product must be returned in its original condition and packaging. Once we receive and inspect the returned product, we will issue a refund for the purchase price, minus any original shipping costs.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected].
We’re so sorry to hear that your item(s) arrived damaged! At Calmari, we aim to ensure every product reaches you in perfect condition. If your item(s) arrived damaged, please follow these steps so we can assist you as quickly as possible:
Take Photos/Video:
Please take clear photos and/or video of the damaged item(s), including the packaging it arrived in.Contact Us:
Reach out to our support team within 7 days of receiving your order. You can contact us via email at support@calmari.com or through our Help Center. Be sure to include:- Your order number.
- Photos and/or video showing the damage.
- A brief description of the issue.
Resolution Options:
Once we review your claim, we’ll offer one of the following solutions:- A replacement item will be sent to you at no additional cost.
- A refund (partial or full) if a replacement isn’t preferred or feasible.
Our goal is to resolve the issue promptly so you can enjoy your Calmari product hassle-free!
If you have any further questions or concerns, don’t hesitate to get in touch. We’re here to help!
Payments and Discounts
We accept a variety of payment methods, including:
- Credit/debit cards (Visa, MasterCard, American Express, Discover)
- PayPal
- Apple Pay and Google Pay
- Shop Pay
If you experience any issues during checkout, feel free to reach out to us!
To apply a promo or discount code:
• Proceed to checkout and enter your code in the ['Discount Code'] field.
• Click ['Apply'] to see your new total before finalizing your order.
• Only one code can be used per order.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.
Product Information
The DeepTouch massager includes a standard 30-day guarantee. For extended protection, you can purchase a lifetime warranty during checkout. If you need assistance with warranty claims, contact us at [email protected].
To keep your DeepTouch massager in great condition:
- Wipe it clean with a damp cloth after use.
- Avoid submerging it in water or using harsh cleaning agents.
- Store it in a cool, dry place when not in use.
Refer to the user manual for detailed care instructions.
Customer Support
You can reach out to us through the following methods: