The All In Bundle

FREQUENTLY ASKED QUESTIONS

Community Experience Team HoursOur community experience team is available Monday-Friday from 8:00 AM-5:00 PM PST. Please email us at customercare@notreallystrangers.com and allow us 3 business days to respond. We promise we will get back to you as soon as we can!

ORDERS

Can I change or cancel my order? This one’s tough. If you received an email saying that your order shipped, then we cannot cancel your order. It means it has already left our warehouse and it is in the good graces of the carriers. If it has not shipped, and you wish to change or cancel an order after you’ve submitted it, please email our Community Experience team at customercare@notreallystrangers.com .

When will I receive my order?Once your package has left our warehouse, your tracking information will be emailed to you. Make sure to check it daily. If you purchased internationally and your order status hasn’t changed in 30 days from the last tracking update we will consider the package lost. If you have further questions, or if you would like to cancel your order, please email customercare@notreallystrangers.com . WNRS is not responsible for carrier delays. We apologize for the inconvenience!What is the status of my order?All orders placed after 10am PST will ship out within 3-5 business days. All orders placed on Friday after 10am PST will ship out the following week. Our warehouse is closed on weekends and all USA bank holidays. Please reach out to us at customercare@notreallystrangers.com or text us at (510) 214-4775 with your name, order #, and request so we can help you out.

What is hold at local post? Occasionally an international or domestic order will be held at your local post office. Reasons for the order being held can be a customs fee (international orders) or the package was not able to be delivered in your mailbox.

My tracking information says my package was delivered but I haven't received it. Now what?Please reach out to customercare@notreallystrangers.com , our team will guide you on next steps for the claim process. Occasionally an international or domestic order will be held at your local post office. Reasons for the order being held can be a customs fee (international orders) or the package was not able to be delivered in your mailbox.

My order was stolen! What do I do? Oh no! We’re so sorry this happened. Unfortunately, there isn’t much we can do on our end once the carrier delivers the box. We’d recommend taking a claim up with the delivery service to see if they will reimburse you. Let’s just hope that whoever stole your package is able to use what’s inside to do some self-reflecting.

I got the wrong order/my order is damaged! What now? Mistakes happen. If the item is damaged, or the incorrect item was received, please email us within seven (7) days of the date your order is received at customercare@notreallystrangers.com . Provide your name, order number, description of the issue and please attach a photograph of the incorrect or damaged item received. We will make sure the right order gets to you. Thank you for being patient with us!

SHIPPING

Do I qualify for free shipping?We’re Not Really Strangers offers free domestic shipping with orders over $75 USD. Please note the below shipping timelines are estimates from the carrier not guarantees.

What carrier will my order be shipped out if it qualifies for free shipping?Your orders will go out standard domestic economy shipping. (5-12 business days)

What days do you ship?We ship on business days, which are Monday-Friday. We do not ship on Saturdays, Sundays or Holidays.Where are my items coming from? Our fulfillment center is in Nevada. What are your domestic shipping options?Standard (5-12 business days)Expedited (4-7 business days)Express (2-4 business days)Business days do not include Saturdays, Sundays, and Holidays.INTERNATIONAL SHIPPING

Are there any countries where you cannot ship orders?Yes, due to shipping restrictions, we are currently unable to ship to the following countries:Asia: Bhutan, Bangladesh, China (Inner Mongolia), India, Iran, Iraq, Laos, Mongolia, Nepal, Turkey Africa: Burundi, Cape Verde, Chad, Congo - Brazzaville, Congo - Kinshasa, Equatorial Guinea, Eritrea, Gambia, Lesotho, Liberia, Libya, Namibia, Rwanda, Seychelles, UgandaEurope: Ukraine, Russia, Guernsey, Isle of Man, Jersey, Turkey Oceania: Fiji, French Polynesia, Kiribati, Norfolk Island, Samoa, Tonga, Vanuatu, Wallis & FutunaSouth America: BrazilPlease note that for certain regions, additional restrictions or delays may also apply. If your country is not listed here, you should be able to place an order with the standard duties and taxes guidelines.

What are the shipping timelines for international orders?International orders are going to take a little longer to get to you. All International Carriers may experience a general slowdown across the board regarding both shipping and tracking information, though the majority of packages are being delivered on schedule. Please allow 72 hours after fulfillment for tracking information for international packages to display properly. WNRS is not responsible for carrier delays. We’re so sorry for the inconvenience.International Express does not deliver to PO boxes.Will I have to pay duties and taxes on my international order? Yes, orders shipped internationally may be subject to duties, taxes, or other import fees. These charges are based on the destination country’s import policies and are calculated on the order’s declared value, including both the product cost and shipping fees.We understand that our international rates are high. We promise that we are working on improving this for you while making sure to provide you with the quality you deserve. We always want to ensure your order gets to your country safe and sound.

How are duties and taxes calculated? Duties and taxes are determined by the destination country’s customs agency and are generally based on:- The value of the items ordered- The shipping fees- The product type and its country of origin (where it was manufactured)Each country has its own rules for calculating these fees. Check with your local customs office if you’d like more specific details.

When do I pay these fees?

Prepaid at Checkout: You’ll have the option to prepay duties and taxes at checkout, allowing you to know the total cost upfront and avoid additional charges upon delivery.

Why was I charged an extra fee by the delivery company? Some couriers may add handling or brokerage fees to cover the customs clearance process. These fees are separate from duties and taxes and are set by the carrier.

RETURNS/EXCHANGES

What is the return/exchange policy?Unless the item is damaged, or order was incorrect, please note all sales are final and may not be returned, cancelled, or exchanged. If the item is damaged, or the incorrect item was received, please email us within fourteen (14) days of the date your order is received at customercare@notreallystrangers.com and provide your name, order number, description of the issue and please attach a photograph of the incorrect or damaged item received. Please note the following exceptions to our return and refund policy:

Returned items must have tags still on and be returned in original product packaging.Returned items must have no visible signs of wear or use.

To initiate an exchange, please complete the following steps:

Please email our team at customercare@notreallystrangers.com to let us know you would like to initiate an exchange. We will help you through this process.

We will need the info about your original item and what you would like to exchange it for. Your new item will not be shipped to you until you provide us with the return tracking information. Please note we do not offer return shipping labels and this cost will be on you. Exchanges can take up to 5-7 business days, once we receive your old item. If your desired item is out of stock, then you can exchange it for an item of equal value.

Please ship the item back to us at the address below:

We're Not Really Strangers3755 E Post Rd Suite 100Las Vegas, NV 89120

Unless the item is damaged, or order was incorrect, please note all sales are final and may not be returned, cancelled, or exchanged. If the item is damaged, or the incorrect item was received, please email us within fourteen (14) days of the date your order is received at customercare@notreallystrangers.com and provide your name, order number, description of the issue and please attach a photograph of the incorrect or damaged item received. Please note the following exceptions to our return and refund policy:Returned items must have tags still on and be returned in original product packaging.Returned items must have no visible signs of wear or use.To initiate an exchange, please complete the following steps:Please email our team at customercare@notreallystrangers.com to let us know you would like to initiate an exchange. We will help you through this process.We will need the info about your original item and what you would like to exchange it for. Your new item will not be shipped to you until you provide us with the return tracking information. Please note we do not offer return shipping labels and this cost will be on you. Exchanges can take up to 5-7 business days, once we receive your old item. If your desired item is out of stock, then you can exchange it for an item of equal value.Please ship the item back to us at the address below:We're Not Really Strangers3755 E Post Rd Suite 100Las Vegas, NV 89120

What is the return policy for Buy with Prime orders?

Some items in Buy with Prime orders are eligible for return and refund. To start a return, view your order status from the link in the email that you received after you placed your order or from your Amazon account on the Your Orders page under the Buy with Prime Orders tab. You can initiate the return process and choose from a number of return options, including label-free, box-free returns and convenient dropoff locations, such as Amazon physical stores, Whole Foods Markets, or UPS Stores. If the item is eligible for return, but not for label-free, box-free returns, you can still return the item at USPS or UPS locations in a box with the provided return label. For eligible items, you receive a full refund if they are in resellable condition and returned within the return window. If you have questions about returns eligibility or the returns process, contact customer service using the link on the order detail page. Buy with Prime orders are covered by the Amazon Pay A-to-z Guarantee.

How do I cancel a Buy with Prime order?After you place an order using Buy with Prime, you can initiate an order cancellation from the order detail page if it hasn't already shipped. The link to the order detail page is included in your order confirmation email.

If the cancellation is successful, you can expect to receive your refund within 3-5 business days after the cancellation is confirmed.