You’ve got questions, we’ve got answers! Here’s a list of some general frequently asked questions about order processing and shipment.
Don’t see what you’re looking for here? We have an awesome support website, support.enlightenedequipment.com, that we’re constantly updating with new information. Check out our support hub to learn about choosing a sleep system, using and caring for your gear, detailed product dimensions and weights, our warranty and return policies, and more.
Where is my order confirmation?
You will automatically receive a confirmation email after you complete your order. The order number will be in the subject line, and the email will include an itemized invoice. If you didn't receive a confirmation, check your spam folder, as sometimes these messages end up there.
Can I change my order?
Orders cannot be changed once they are placed. If you made a mistake or want something different, contact us so that we can cancel your order and issue you a refund. Then you may place a new order.
Cancellations are subject to our cancellation policy. Be sure to check out our sizing guides before ordering custom gear, because returns and cancellations of custom orders are subject to a 20% restocking fee.
How long will it take for my order to ship?
In-stock items typically ship within 1-2 business days. This is the amount of time it takes to leave our building, not to arrive at your house. Custom items ship in a number of weeks, which are listed on the product page of each item. This is because custom items have varying build times, according to the number of orders we’re currently receiving.
In an effort to be fair to all our customers, we do not rush orders. Try to plan ahead; if you’re purchasing for a trip on a popular holiday weekend, there’s a good chance a lot of other people are too.
What does the order status “Awaiting Fulfillment” mean?
This means we have received your order, and it is either in production or being prepared for shipping. If you ordered a custom item, keep in mind that we sew these items in the order we receive them. On each product page, you can see approximately how long the waiting time will be.
You’re welcome to contact us to request an approximate shipping date.
I only made one order, but I see two charges on my card. What happened?
Some banks process online purchases using an authorization charge first, then an actual transfer. The authorization charge will show as pending, then disappear once the actual transfer occurs. Depending on the bank, the authorization charge may take a while to clear out, up to eight days for debit cards, or a month for credit cards. If you're still seeing a duplicate charge when you receive your billing statement, you're welcome to contact us to sort it out.
What services do you use for shipping?
For domestic orders in the USA, we ship with USPS Priority 2-3 day delivery. For shipments to Canada, there is a choice of DHL Express for $20 and USPS Priority International for $30. For all other countries, we use DHL Express Worldwide, for $36. Delivery time for international orders typically takes 3 to 5 days, though this can vary depending on the time spent in customs processing in your country, which is beyond our control. Customers are responsible for any import duties, taxes or fees.
Will I receive an email when my order ships?
Yes, as soon as the quilt ships, an email automatically goes out including the tracking number. Be aware that it can sometimes take half a day or so for the tracking number to start showing updates.
How can I get in touch with you?
If you aren't finding the information you need, contact us.
- Submit A Request: The submit a request page is the best way to contact us, as it sends an email directly to our customer service team. We typically reply within a day. Just note we don't work on weekends, because we like to play outside!
- Live Chat: You can also live chat with us using the red button at the bottom of the screen. If we’re offline, you can leave us a message and we’ll respond as soon as we can.