Customer Support
Browse our FAQs by topic below!
Pre-Orders
When will I be charged for my pre-order?
All pre-orders are charged at the time of check-out like a standard order.
However, your order will not be shipped until all parts are ready. The pre-order item's product page should include information on expected ship dates.
Can I buy a pre-order item along with regular items?
Yes! However, your order will not be shipped until all items are ready. The product page for each pre-order item should include information on expected ship dates.
If you need to receive some items sooner, please order them separately from pre-order items.
Can I update my pre-order?
Please contact us through the form at the bottom of this page with your order number and we will do our best to accommodate you!
I need to cancel my pre-order! Can I get a refund?
Due to the nature of pre-orders, all cancellations made after one week (7 days) of placing an order are subject to a 25% restocking fee.
Please contact us through the form at the bottom of this page with your order number as soon as you can to cancel your pre-order and avoid this fee.
Shipping & Delivery
When will my order ship?
Orders generally process within 5 business days of purchase but may take up to 10 business days during peak shipping seasons.
Once your order has processed you will receive a shipment confirmation email with a tracking number. Please allow up to 2 business days for tracking pages from carriers to reflect updates.
Can I change my address?
If your order has not shipped and/or you have not received a shipment confirmation email: YES! Please use the contact form at the bottom of this page to reach out with your order number and the correct shipping address.
If you have already received a shipment confirmation email: Unfortunately we cannot update the delivery address on the package once it has shipped and is in the hands of the postal carrier. Please contact the carrier for solutions.
What company will deliver my package?
Potluck ships via USPS.
My package is missing or has an issue!
Please see some common shipping and delivery concerns below. If your issue is not listed, please contact us through the form at the bottom of this page with your order number and we'll do our best to help!
MARKED AS DELIVERED BUT MISSING: Packages are occasionally mis-scanned by carriers, especially during peak shipping periods. We recommend reaching out to your local carrier for their direct assistance in locating your package. If you find you need any additional information or support from Potluck during this process, please contact us through the form at the bottom of this page with your order number and we will provide what assistance we can!
DELIVERY FEES: If you are ordering outside of the United States, you may be subject to pay customs or duty taxes in order to receive your package. These charges are enforced by and paid to your country or territory and not Potluck. Shipments with unpaid fees will likely be Returned-to-Sender. Potluck will not mark customer orders as gifts to avoid delivery fees.
RETURN TO SENDER: We process refunds when returned packages are received and processed at our fulfillment center. Orders that are Returned-to-Sender may be re-shipped to a new address after customers pay an additional shipping fee. Original shipping and order fulfillment fees are not reimbursed.
Returns & Refunds
What is your Return Policy?
Potluck accepts returns for any reason within 30 calendar days of order delivery (90 days for international orders.)
To Begin a Return
- Submit the contact form at the bottom of this page.
- Include your order number and the item(s) you would like to return.
- Please contact us using the same email address you used to place the order (if possible.)
- Customers must contact us with their order number and return details before shipping items back to Potluck. Returns without prior email confirmation will be refused / returned to sender.
What if I got the wrong item?
We are human and occasionally make mistakes. Please contact us through the form at the bottom of this page and we'll set things right!
What if my item is broken or defective?
We are human and work with partners that are human, and sometimes humans make mistakes. Please contact us through the form at the bottom of this page and we'll get things fixed!
When do I get my refund?
Refunds are issued when an order is cancelled or when returned items are received at our fulfillment center.
Refunds are generally processed within 5 business days but credit card companies may take up to 30 days to process funds. If you are due a refund and have still not received it after 30 days, please contact your bank and/or credit card company.
Still Need Help?
Use the contact form below to contact us! Please be sure to include your order number in your message.