Frequently Asked Questions

Order changes can be made within the first 12 hours after the order has been placed. To make changes to your order, please contact us.

Any requests to edit an order after 12 hours cannot be guaranteed since the order will have already entered processing.

During the holidays, order changes can only be made within the first 60 minutes after the order has been placed. This is due to the high volume of shipments and our commitment to getting your items to you as quickly as possible. Any requests to edit an order after 1 hour cannot be guaranteed since the order will have already entered processing.

To request an order cancellation, please contact us within the first 12 hours after placing the order.

Unfortunately, we can't cancel an order if it has been longer than 12 hours because it will have already entered processing. However, you're welcome to return your order once you receive it.

During the holidays, order cancellations can only be made within the first 60 minutes after the order has been placed. This is due to the high volume of shipments and our commitment to getting your items to you as quickly as possible. Any requests to cancel an order after 1 hour cannot be guaranteed since the order will have already entered processing. However, you're welcome to return your order for a full refund once you receive it, and we will cover the shipping cost for the return.

There are a few reasons why this might happen:

1. There may have been a typo in the email address you entered (it happens to the best of us).

2. The email may have been routed to your spam / junk / promotion folder.

3. Some orders are stopped before they're confirmed and here's why:

• Our system detected potentially fraudulent activity (in this case, you would receive an email from us).
• There was an error in the shipping address.

If you haven't received your order confirmation email, please contact us.

We have an advanced fraud prevention system. If our system identifies any level of fraudulent activity in your order, we will temporarily place the order on hold while our team reaches out to you to verify your order details.

This is a standard procedure that we carry out to ensure the safety of the credit card holder and our company. To complete the verification process, simply respond to the email sent by our support team.

Please visit our Shipping Information Page for more information about shipping times.

We ship worldwide! ;)

All orders are shipped from our US warehouse in Chicago, Illinois.

Once your order is shipped, you will receive a shipping confirmation with your order details, a tracking number, and an estimated delivery time.

Once your order is shipped, you will receive a shipping confirmation email with your order details, a tracking number, and an estimated delivery time. You can track your order through the shipping confirmation email. (please allow up to 48 hours for your tracking number to be updated)

We apologize if you’re experiencing difficulty with tracking your order. Issues normally occur when the tracking number is entered incorrectly.

If your postal tracking number isn’t working, please allow a few business days before trying again. Sometimes it takes longer than usual for tracking information to be updated on shipping websites.

If you received the order confirmation but didn’t receive the shipping confirmation, then this means that your order hasn’t been shipped yet.

If it has been over 3 days since your order was placed, but you still haven’t received a shipping confirmation, please contact us.

Please contact us within the first 12 hours to make any changes to your shipping address since it's likely that your order hasn't been shipped yet.

During the holidays, address changes can only be made within the first 60 minutes after the order has been placed. This is due to the high volume of shipments and our commitment to getting your items to you as quickly as possible. Any requests to edit an order after 1 hour cannot be guaranteed since the order will have already entered processing.

Unfortunately, we can't make any changes to the shipping address once your order has been shipped.

Don't worry, you can still get your package! We listed some solutions below: 

1. First, be sure to keep up with your tracking updates.

2. Once your item is in your state, contact or visit your local Postal Service. Provide them with your Tracking number, shipping information, and request to have your package held for pick up instead of being delivered to the incorrect address.

3. If they decline your request, you have two other options:

• Get in touch with the current residents of the address it is being delivered to. If you do not know them, we recommend writing them a letter to form an arrangement to get your items. Make sure you provide them with your contact information.
• If possible, try going to the address on the day of delivery to collect your package.

Please understand that we are not the shipping provider. Once the order has been shipped, we do not have any control over it and we can only offer customer service retaining to this policy.

In some rare cases, your tracking number will say that the package was "delivered" before your package has arrived. If this happens to you, please try the following:

• Check your shipping notification email to ensure your package was shipped to the correct destination

• Check your doorstep to see if the carrier left a notice of attempted delivery

• Look around your home in case your local carrier left the package in a safe drop area (any hidden place that is sheltered from weather and cannot be seen by passers-by)

• See if someone else in your household or building accepted the delivery

• Wait 48 hours - in rare cases the tracking status may say that your item is "delivered" up to 48 hours prior to arrival

If your order is still missing 48 hours after it was marked as delivered, please contact us.

We are not the shipping provider, once the order has been shipped, we do not have any control over it, and we can only offer customer service retaining to the policy below.

Shipping Policy:

• In the rare event that your package is lost in transit, we will quickly send you another or provide you a full refund.

• Whiskertons will not accept responsibility if your local postal service has marked your items as delivered and you claim you have not received them. The issue then needs to be settled between yourself and the post office.

• If you purchased Shipping Protection, please contact us if your item was lost/stolen but marked as delivered. Shipping Protection insures your entire order!

• Whiskertons will not accept responsibility if the customer fails to provide the correct delivery address. It is the customer's responsibility to ensure that all the information they are providing us is correct.

• Once the package has been shipped, we are not responsible for any lost or stolen goods. We recommend opening a claim with the shipping company. There will be no refunds or replacements sent out until the investigation has been concluded.

If you’re an international customer (outside of the United States), you may be subject to customs fees, inbound duties, taxes, or any other fees which are calculated by and paid to your local government. These fees are not collected by Whiskertons and cannot be refunded.

Although we are shipping orders as usual, some countries may experience a slight shipping delay. In most cases, orders wouldn’t be delayed more than a few days. We’re doing everything we can to get your orders delivered to you as fast possible. We’re so grateful for your support, and we genuinely appreciate you for being patient with us!

You're welcome to return your item(s) for a refund within 60 days of delivery. To learn more about our return policy, please click here.

Please contact us if you would like to request a return. Our online support team is available 24/7.

Generally, we respond within 24 hours (it may take up to 48 hours during the holidays and when experiencing a high volume of customer inquiries.)

It usually takes 3-5 business days for refunds to be processed. If you still haven't received your refund, first check your bank account, then contact your bank or credit card company. If you've completed all these step and still haven't received your refund, please contact us.

We accept all major credit cards including Visa, American Express, Mastercard and Discover. We also accept PayPal.

Please make sure your billing address and personal information match the information of the credit/debit card being used. Also make sure the card number you entered is correct.

If all details are correct, and your payment is still not going through, you can also try using a different credit/debit card or simply try processing the payment again a few hours after your initial attempt.

You'll see the option to enter a discount code at checkout. To redeem your discount, simply enter the discount code on the checkout page and select 'Apply'.

If you're having trouble redeeming your discount code, you may have entered the wrong discount code or your code may have expired.

Please make sure you type the promotional code in the exact way it was provided, without any spaces.

If your promotional code still isn’t working please contact us to resolve the issue.

Only one discount code can be used per transaction.

Subscriptions offer you a convenient way to receive scheduled delivery of Whiskertons products at a discount. We'll automatically send your favorite Whiskertons product(s) based on the chosen frequency. The service is easy to use and customizable, so you can make changes online at your convenience. Once subscribed, you’ll have complete control over your recurring subscription order and may edit or cancel your subscription at any time.

After you subscribe to one of our products, you will receive an email confirming your subscription. This email will include a link that you can access to manage your recurring subscription at any time in the future. We will send you an email reminder 2 days before each subscription renewal, and you will be billed on the day the order is shipped. You will also receive email confirmations when an order is placed or canceled successfully as well as other important information such as discontinuations or if a product is out of stock.

You can easily manage your subscription at any time. Your subscription confirmation email will include a "View Subscription" link that allows you to update, pause or cancel your recurring subscription order. If anything else comes up, please reach out to us at support@whiskertons.com

You will be able to see your next scheduled order through the link in your subscription confirmation email.