FAQ & Shipping
SHIPPING FAQ
Has my order shipped?
COVID-19 has taken a huge affect on our production facilities as well as our office and warehouse. COVID-19 has also impacted the amount of shopping people are doing online this year. Please be patient as we try to fulfill your order as soon as possible while still staying as safe as possible and within the guidelines given to us by our local government. Please allow an additional 5-10 business days to fulfill your order. Select expedited shipping to have your order shipped faster.
I contacted you but haven't received a response.
We're sorry for the delay! We're working to get back to you as soon as possible. If you haven't heard from us within 24 hours, please check your spam folder. You can also try reaching out to us via email at info@wonderybrand.com, through the customer chat portal on our website, or you can text us at 833-262-7911. Text message rates apply.
Can I receive my order in time for Christmas?
We recommend you order by Dec 13th in order to receive your package by December 25th. Orders placed after this date cannot be guaranteed to be delivered by December 25th.
Can I receive my order sooner?
If you would like to guarantee your order sooner, please use expedited shipping (we will attempt to ship your order within 1-2 business days).
How are your products sized?
We know that not all women in the outdoors like tight fitted clothing. We aim for looser fit clothing. Thus, if you usually wear a size small and order a size small, our tops will be slightly larger and baggier. Please refer to specific product pages for sizing.
Where are you located?
Los Angeles, California.
What are Super Green Products?
Super Green Products are made locally here in the USA from organic materials. Click here to learn more!
Do you ship internationally?
Yes! However, please note that as with any orders being placed internationally, your package is subject to a customs tax (this fee being dependent on your country).
International items being returned as unclaimed are refundable up to 85% of your original order total.
How do I become a lifestyle ambassador for Wondery?
We are now accepting new ambassadors. Click here to learn more and apply!
Why can't I track my package? How long does it take until my order is processed?
Please allow up to 48 business hours for your order to be processed. If you have ordered anything that fits in a standard size envelope (a bracelet, stickers, etc), you may not receive tracking information. We do not operate during officially observed US Holidays - Please allow up to 72 business hours if your order is made during a US Holiday.
What is 5-8 Day Insured Shipping?
In the case that your package is lost in the mail on part of USPS, you will be able to file a claim and receive a refund for your missing package.
What is the purpose of the event levels?
Every event has a recommended skill level that is listed at the very top of each event description. The levels indicate the amount of physical activity to expect from the event activities. They are also meant to help you determine which events are most suitable for you to participate in.
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Skill Levels Recommended 1: Novice level, little or no physical activity involved |
Who are events meant to serve?
Wondery seeks to host outdoor events that establish and foster a safe-space and outdoor community for women and fems alike. Respectful allies, regardless of assigned gender, are welcome to join!
Can my child attend the event?
Events are only open to participants 18 and older at this time. We strive to be inclusive to all ages as our events grow.
Where is my money going when I pay for or donate to events?
All event fees and donations go right back to paying our instructors for their time, as well as keeping our community efforts going for future events and partnerships. Our goal is to make these events as affordable as possible, while also having the means to continue creating these outdoor opportunities for our community.
What do I need to bring or do in preparation for the event I signed-up for?
Once you sign up for an event, you will be sent an informational email that will break down what to expect for the event and includes anything you need to do beforehand, such as signing participant waivers and providing any additional information we may need to know about you.
If any event requires you to bring gear of your own or requires a specific skill set to participate, disclaimers will be clearly mentioned in the event description. Make sure to review the descriptions to make sure you are eligible for any event before signing up.
Briefs and Debriefs:
A week before the event, you will receive an informational brief that includes everything you need to know in preparation for the event. In your confirmation emails, you will receive a link to a Google Hangout that will be scheduled a week before each event.
For Workshops and Multiple-Day Excursions:
In your initial confirmation emails, you will receive a link to a Google Hangout that will be scheduled a week before each event. The purpose of this meeting is to have an in-depth briefing for longer excursions and skills workshop so you know exactly what to expect. This is also a great opportunity to meet your instructors and guides before the event and have any questions answered directly. This meeting is not mandatory to attend, but highly recommended.
Debrief Email:
We will also send a follow up email that features a questionnaire about the event. This is a chance for you as participants to give your feedback on the event; including what you liked about the event, how it could have been improved upon, and suggestions for future events like the one you attended. Again, this is optional, but it is highly encouraged and appreciated in helping us make these events the best they can be!
If I can no longer attend an event, can I receive a refund?
For free events, We ask that you let us know at least 5 days prior to the event that you are unable to attend.
For paid Wondery-led events/workshops: You can cancel your spot for an event up to a week prior to the event for a full refund. Cancellations and new reservations made within the week before the event are non-refundable.
For paid workshops with certified guides: You must be one full month out from the event in order to cancel for a full refund. Cancellations and new reservations made within 4 weeks before the event are non-refundable.
What happens if an event is cancelled?
While we try to host events as close as possibly to our set schedule, there are a number of factors that are unfortunately not always in our control, such as weather setbacks, instructor cancellations, issues with the location, etc.
Before officially cancelling any event, we will always try to either adjust our programming details so that we are still able to hold the event, or reschedule the event for a different date and/or time.
If an event does end up needing to be cancelled, all participants will be fully refunded upon the notice of official cancellation. If an event is rescheduled to a date or time that you can no longer attend, you can either cancel your spot for a refund, or use the paid credit towards another event.
Questions, comments or concerns? Email our Lead Outdoor Event Guide at lydiam@wonderybrand.com