Helpful answers
FAQ
Find straightforward answers about orders, delivery, returns, payment, and customer care below. For a question that needs order-specific review, contact us with your order number.
When will my order ship?
Orders are generally prepared in 1–2 business days. Standard U.S. delivery typically takes another 4–6 business days after dispatch. Timing can vary by carrier and destination.
Is shipping free?
Standard shipping is complimentary for eligible U.S. orders. Any applicable options, charges, or restrictions are shown before you submit an order at checkout.
Can I return my order?
We review return requests for items that arrive damaged, defective, or incorrect. Contact us within 30 days of delivery with your order number and clear photos so we can assess the request. We do not accept change-of-mind returns under this policy.
What if my item is damaged or wrong?
Contact customer care promptly with your order number, a description of the issue, and photos of the item and packaging. Please keep the product and packaging until we provide next steps.
Which payment methods can I use?
Available payment methods are displayed securely at checkout. Card availability can depend on your location, card issuer, and checkout settings.
Will I receive tracking?
When tracking is available for a shipment, it is sent to the email address entered at checkout after the carrier receives the parcel.
How do I reach customer care?
Use the Contact Us page, email support@based.net, or call +1 (208) 943-8422. Include your order number for the fastest order-specific support.