Frequently Asked Questions
How do I cancel an order?
To cancel an order, please contact us immediately at (555) 123-4567 or email cancel@buildershive.com with your order number. Orders can be fully cancelled with no penalty if requested within 2 hours of placement. For cancellations after processing has begun, a 10% restocking fee may apply. Custom orders and items already shipped cannot be cancelled.How do I get a refund?
We aim to process all refund requests within 3-5 business days. To request a refund, please email returns@buildershive.com with your order number and reason for return. Unopened materials in original packaging can be returned within 30 days of purchase. For damaged items, please include photos with your request. Once approved, refunds will be issued to your original payment method. Note that custom-cut materials and special orders are non-refundable.
How do I modify an order?
Orders can be modified within 2 hours of placement. To modify your order, log into your account and select "Order History" or call our customer service team at (555) 123-4567 immediately. For orders past the 2-hour window, we'll do our best to accommodate changes if the order hasn't been processed for shipping. Please note that modifications to custom orders may incur additional fees.How do I track an order?
Tracking your order is simple! Log into your Builder's Hive account and visit the "Order History" section, or click the tracking link in your shipping confirmation email. For bulk orders and freight deliveries, you'll receive regular status updates from our logistics team. You can also enter your order number in the tracking tool on our homepage or contact customer service at (555) 123-4567 for assistance.Why is my order delayed?
Orders may be delayed due to several factors including weather conditions, supply chain disruptions, or high order volume. We provide real-time inventory status on our website, but occasional delays can occur due to:
- Unexpected material shortages
- Freight carrier delays
- Severe weather conditions
- Additional quality checks
- Custom order processing time
If your order is delayed, you'll receive an email notification with the updated delivery estimate. You can also check your order status anytime through your account or contact our customer service team for the latest updates.