Please note: we are experiencing a high volume of holiday orders. Visit our FAQ page for our current processing times.

FAQ

 

SHIPPING QUESTIONS:

I didn't receive my shipping confirmation:

  • Was it a preorder item? Does it have a preorder ship date? You can find this info on the items product description page.
  • You may have entered your email incorrectly. Please send your correct email address, order#, and full name to support@ambientinks.com. And explain you entered the wrong email address. We will help get that sorted as soon as we can.  
  • Your order may still be in process and will be shipping shortly. You can get further details by reaching out to support@ambientinks.com.

When will I receive my tracking information?  

  • Tracking will be sent with your shipment confirmation email the evening your order has been shipped. 
  • If it has been past the processing time in our policy (normally 1-2 business days), please search your email for “Ambient Inks”. Sometimes these emails are directed to your junk folder.

Tracking is not updating, what can I do?

  • If your shipping method was Economy Innovations via UPS, this method tracks up until it leaves the US. Once it leaves it rarely tracks beyond this point until it arrives. Occasionally it will track once it arrives in the next country. 
  • If it has been a couple days since receiving your shipment confirmation and your tracking does not have updates. Please contact support@ambientinks.com.
  • If your order has had tracking updates, but stopped moving for a few days, please refer to “Shipping Time Frames”. Based on the estimated shipping time of your order, it may still be in transit. We ask that you give it time to arrive, as delays in transit do happen. 

My tracking is showing that my order was delivered, I didn’t receive anything. What do I do? 

  • Call your local postal office and provide tracking info to check on the GEOlocation of the scan at time of delivery. 
  • Wait a few days and see if it shows up. Sometimes the package will be scanned, but has not yet been delivered. Oftentimes, it is delivered a couple of days later. 
  • Check in with your neighbors, housemates, family, apartment complex etc. Confirm it was not mistakenly delivered to them. 
  • Check all areas you can think that the shipping carrier could deliver. We have seriously had some claims that some shipments have been found in their garbage can, garage if the door is open, in the bushes etc.

Is my shipping time guaranteed?:

The only method of shipment that guarantees the stated time frame is: 

  • Priority Mail Express 
  • Priority Mail Express International
  • UPS Next Day Air
  • UPS 2nd Day Air

All other shipping methods the time frames are suggested estimates. These services do not guarantee shipping time: 

  • Media Mail
  • First Class Package
  • Parcel Select Ground 
  • Priority Mail
  • UPS Ground 
  • UPS 3 day select 
  • First Class Package International
  • Priority Mail International 

What is the processing time of my order? / When will my order ship?:

  • Our team works Monday through Friday processing orders for shipment, excluding standard U.S. holidays. 
  • We do our best to get your order processed within 2 business days of your order date. To calculate your estimate of time receiving your order add two business days to your chosen shipping methods suggested time frame.
  • Holiday season (November through December) we receive a higher number of orders and shipment will get processed and shipped in up to 5 business days.
  • If your order includes an item that is a preorder or backorder item, your entire order will not ship until the preorder or backorder ship date. This ship date is listed in the product description.

When will my preorder ship?:

  • The ship date is listed in the product description of the preorder item(s). You can revisit the product you ordered online to find this date/description.
  • Note that most preorders say they will ship “on or around” a specific date. Although we try to get all preorders out by the listed date, there may be slight delays based on when stock arrives. 

I have a preorder, why haven't my other items shipped? 

  • If you order non pre-order items with pre-order items they will not ship until the specified date on the product description. If you need the non pre-ordered items sooner, please place two separate orders. 
  • If you ordered already and need your non pre-order item to arrive earlier, contact our support team support@ambientinks.com so we can cancel your order and you can order the items separately. 

 

DOMESTIC SHIPPING QUESTIONS:

I have not received my tracking information, what should I do?

  • If you do not receive your tracking email within 2 to 5 business days of your order it could be for one of the following reasons: 
    • There has been a delay due to a preorder/backorder item in your order. Please check the item description to be certain you did not order a preorder item.
    • The email entered within your order could have been entered incorrectly. Please reach out to support@ambientinks.com.
    • There may be an issue or delay with this product. You should be contacted by our support staff soon with updates on the delay.

Domestic Shipping Estimated Transit Times 

Please note these transit times start after the order has been processed (estimated 2 business days).

  • USPS: 
    •
  • Media Mail: 2 to 10 business days
  • Parcel Select Ground: 2 to 8 business days
  • First Class Package: 2 to 5 business days
  • Priority Mail: 1 to 3 business days
  • Priority Mail Express: Overnight guaranteed once shipped 
    • UPS: 
      • Ground: 1 to 5 business days based on customers distance from our facility (Eau Claire, WI 54703) 
      • Ground 3 Day Select: 3 business days
      • 2nd Day Air: 2 business days once shipped
      • Next Day Air: 1 business day once shipped

     

     

    INTERNATIONAL SHIPPING QUESTIONS:

    Are customs fees/duties/charges included with the shipping charges paid on my order?

    • All international orders are subject to their destination’s import duties and taxes. Payment of all duties and taxes is the sole responsibility of the customer.

    What can I do if I believe my package has been lost, stolen or has been damaged?  

    • We are not responsible for lost, stolen, or damaged packages. If your package has not arrived during the suggested delivery time, please check with your local customs office. They will hold packages up to 30 days, and if unclaimed by that time it will be returned to the sender. If Ambient receives the package back at our facility, we will reach out to you as soon as we process that return. We will not issue a credit or reship any items if they are lost in transit.

    Why are the shipping costs so high? 

    • All shipments originate out of Eau Claire, WI, USA. Shipping prices are determined by package weight and geographical location from the shipment's origin. We continue to work to get the best rates we can offer. And unfortunately, at times, this amount is higher than we would like to see. If for any reason you believe there may be an error with the amount shown on the order page, reach out to support@ambientinks.com with your postal code, country, and the products you wish to order. 

    International Shipping Estimated Transit Times 

    Please note these transit times start after the order has been processed (estimated 2 business days).

    • Economy Innovations: 4 - 12 weeks once shipped. This shipping method does not have tracking once it leaves the US.
    • USPS First Class International: 7 to 21 business days once shipped. This method has tracking from shipment to delivery.  
    • USPS Priority Mail International: 6 to 10 business days once shipped. This method has tracking from shipment to delivery.
    • USPS Priority Mail Express: 3 to 5 business days once shipped. This is the only International shipping method we offer with a guaranteed delivery date. 

    When should I reach out if my order has not arrived?: 

    • Please allow one week after the latest estimated transit time. 

     

    RETURN / EXCHANGE QUESTIONS / CANCELATIONS.

    What’s your return policy?

    • If your item was sent incorrectly or damaged, please refer to our policy on damaged items or error with my shipment. 
    • We accept returns within 30 days of delivery for domestic orders only
    • All merchandise must be returned unworn, unwashed, and undamaged
    • CDs and DVDs must be returned unopened
    • Vinyl records can only be returned if the product is defective or damaged
    • For hygienic reasons, we are unable to accept returns on intimate items like boy shorts, underwear, masks etc. 
    • Refunds are issued to the original form of payment used to place the order
    • All returns are processed within two weeks of the package’s arrival at our warehouse
    • For questions or international order returns, please email us at support@ambientinks.com.

    Be sure to include the reason for the return on the original packing slip or a separate sheet of paper within your return shipment. Or even better, here’s a handy Return Form to print and include in your return shipment.

    Please send all returns that follow our policy above to the following address: 

    Ambient Inks
    Attn: Returns Dept. Order #[write your order # here]
    2518 Alpine Road
    Eau Claire, WI 54703

    What is your exchange policy? 

    • We do not accept exchanges unless it was our error. If it was our error, contact us right away at support@ambientinks.com and we will do what we can as soon as possible.
    • To truly “exchange” your item you can return your item to our returns department address, and purchase the correct item you are looking to get in exchange in a new order. Once we receive the original item, we will process this refund.
      • CLICK HERE to start our return process.You will receive a return shipping label to place on your return package. $8.00 will be automatically deducted from your refund to cover the cost of return shipping, unless there was an error on our end. 
      • If you would prefer not to use our automatically generated shipping label, you should mail your return back on your own. This way, you will not be charged the $8.00 fee for return shipping. If your item weighs less than 1 pound you can do it for less with First Class Package service with USPS. Send back to this address:

    RETURN ADDRESS
    Ambient Inks
    Attn: Returns Dept. Order #[write your order # here]
    2518 Alpine Road
    Eau Claire, WI 54703

    My package has been returned and is undeliverable. What should I do? 

    • Contact support@ambientinks.com and let them know what is going on. They will help take care of this asap.
    • You can also wait until the package arrives back to us and we will contact you to sort this out once the return is processed. This could take 1-2 weeks.

    How long does it take to process a return?

    Customer initiated  returns and exchanges are processed within a week of arriving at our warehouse.  If your package was returned to sender by the postal service (sometimes unbenounced to you) it can take 2-3 weeks to process upon arrival to our warehouse. . If you wish for it to be processed at a sooner time, please contact support@ambientinks.com

    If you have been refunded, once the refund has processed it usually takes about 5-to-10 business days for it to show up in your account. If you are experiencing any delays with seeing the funds back in your account, please contact your bank provider.

    If you have any further questions regarding this, please feel free to reach out to our support team at support@ambientinks.com

    What if my items are damaged or defective?

    Please reach out to our support team via support@ambientinks.com. Be sure to include your order number (can be found in the order confirmation email header or the packaging slip) and a picture/video of the damage on the product you received.

    I received the incorrect item, What do I do now? 

    Please reach out to our support team at support@ambientinks.com with a description of what you received and what you should have received, as well as your order number. We will help take care of this ASAP.

     

    ORDERING QUESTIONS:

    My credit card won’t go through. What should I do to finish my order?

    • If you receive a Gateway Error during checkout, most of the time this is a credit / debit card billing address issue. Please note that the billing address you enter must be the billing address associated with the credit card you are using. If you're 

    still having problems, please contact us at support@ambientinks.com  

    What forms of payment do you accept? 

    • We accept PayPal, Visa, MasterCard, Discover, and American Express. Please do not send cash or check. 

    What company will show up on my credit card statement? 

    • “Ambient Inks” will be the company that will show up on your credit card statement.

    Will I be charged Tax on my order? 

    • Sales tax will only be charged within states Ambient Inks, LLC is required to collect and report sales tax in.

     

    Item questions:

    Where can I find a sizing chart?

    • Sizing Charts can be found on items in the clickable hyperlink under the product description in the brand name of product.

    Download Code Issues? I did not receive my download code. 

    • Sometimes the product does not come with a download code. Please be sure to check the product description to be sure it includes a download code. 
    • With preorder music items, the download link may have been sent in your confirmation email. 
    • If the product came with a digital download and you still can’t access your download, please email support@ambientinks.com 

     

    OTHER QUESTIONS: 

    There was an error in the product description or pricing. What is your policy for this? 

    • We reserve the right to cancel any orders that have not yet been fulfilled due to pricing errors, or the misuse of coupon codes. We will notify you if your order has been cancelled for any of these reasons. 

    How do I contact you? 

    (Please allow 2-3 business days for a response, and up to 4 business days during our holiday season of Nov through Dec.) 

    • If you need to reach us by phone, please call 715.737.9074 ext. 2

    Hours: Monday - Friday 9:30am - 5:00pm CST