1- How long does it take for my order to ship?
Depending on the order volume, availability of the manufacturer/vendor, or any other cause beyond our control, some items can be shipped on the same day from our dedicated fulfillment center, while some can take up to 10 weeks (longer for discontinued and out-of-stock items).
Our shipping time depends on the number of items ordered, delivery zip code, and the number of orders we have to fulfill.
2- How can I find the status of my order?
You can email us at Hello@superarbor.io or chat with us online to inquire about the status of your order. Please make sure to include your name, order number, and email address or phone number.
For immediate concerns, our SuperArbor team can also be reached via our hotline at 1-877-490-7099, from 9:00 am to 7:00 pm PST.
3- Why is my order taking longer to ship?
As of May 2022, our standard shipping is about 28 - 35 business days (excluding weekends). 4- What happens if the item I ordered is in backorder or out of stock?
Items that are on backorder will be shipped when they are received in stock at our fulfillment center or confirmed by our partner vendor/manufacturer.
In the event of any shipment delays, we will notify you by mail or email. It typically takes 3-10 weeks from the purchase date to fulfill an item, depending on the item and the number of orders we have in your order to fulfill.
Please note the delivery time for discontinued items will take longer than usual. We highly encourage you to contact our customer service first to inquire and confirm the availability of the item(s) before purchasing.
5- Where is my order shipping from?
We are shipping orders from all across the country. It depends on the closest location we have the item in stock or from the manufacturer's warehouse.
SuperArbor will not be liable for any delays in delivery of merchandise caused by the manufacturer's scheduling, stock on hand, availability of materials, transportation difficulty, or any other cause beyond our control.
6- What kind of shipping method do you use for my order?
We have four different shipping methods:
A- Truck/car delivery. We have drivers all across the country (like Uber), and they will pick up your item from the warehouse and deliver it to you. This method is applicable only for less than 200 miles of delivery from the warehouse to your address. We call this Truck delivery. B- FedEx Ground (Parcel) for orders below 200 lbs. and for long-distance shipments (over 200 miles).
C- Freight shipping. This method is for more than 200 lbs. and long-distance (over 200 miles) delivery. We partner with FedEx Freight for this kind of delivery.
D- Direct shipments: Shipping directly from the vendor warehouse with their preferred carrier partners.
7- Why have I not received my Tracking number?
Tracking number notifications will vary depending on the preferred shipping method, location (ex: zip code), and vendor used to deliver your item(s), and tracking numbers are sent via email only three days before the delivery for FedEx deliveries. If your shipping method is via local truck delivery, you will receive the notification only 1-2 hours before the delivery via email or SMS.
8- Can I cancel my order and get a refund?
Please review our refund policy here for more information.
Please note: If you cancel an order after it is shipped, the return shipping cost applies, and your item must be in the same condition that you received it, unworn or unused, with tags and in its original packaging.
8- How long does it take for me to receive a response to my email?
For immediate concern, the SuperArbor team can also be reached via our hotline at 1-877-490-7099, from 9:00 am to 7:00 pm PST, or via our website live chat.
For email inquiries, please send your queries via Hello@superarbor.io, and indicate your name, contact details, and concern. Rest assured, each concern/inquiry is checked thoroughly, so it may take up to 3 business days to respond to your email. Thanks for your patience.