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<p>If you received a defective item, please follow our <a href="https://thesak.zendesk.com/hc/en-us/articles/360018870791">return policy</a> to start a return and obtain a return shipping label. You may place a new order for a replacement item, and your refund will be issued to the original form of payment once processed.</p>

I received a damaged item, how should I proceed?

Product Information

What is Purple Dot?

Where is my order?

What do I need to provide when I make a pre-order?

Can I modify or cancel my order?

How do I change the shipping address on my order?

What are my payment options with pre-orders via Purple Dot?

What happens to my money while I wait for my pre-order?

Will I know if the shipping date changes for my pre-order?

Why was my order cancelled?

Can I change my shipping address?

Do you offer gift cards?

Can I change my email?

How to redeem your gift card?

What happens if I cancel my pre-order?

Does The Sak match pricing found elsewhere?

Is my payment information safe?

What if My Order Arrives Damaged?

I have asked for a refund. How will I be refunded?

When Should I File a Claim?

Orders

How do I request a refund?

What is your return policy?

What is your Canada return policy?

What is the refund processing time?

What is the payment method used for refunds?

What items are non-refundable?

How to return or exchange an order

What do I do if I have not received my refund?

The Sak Warranty Policy

Do you refund shipping charges?

I want to return several items purchased on different orders, can I return it together?

How are refunds calculated?

How are refunds calculated for items purchased during a promotion?

Returns and Refunds

Learn about The Sak

Corporate Information

How do I change the email address linked to my account?

What should I do if I have trouble logging into my account?

Technical Support

How do I create an account?

How do I Log In to My Account?

How do I reset my password?

What are the benefits of having an account?

Understanding you Order History

Account Management

What payment methods do you accept?

How does Shop Pay Installments work?

Is it safe to use my credit card on your website?

Are there any fees?

Are there late fees?

What is the option to pay in installments on Shop Pay?

Which payment methods are accepted if I use the option to pay Installments on Shop Pay?

Have more questions?

Payments

How do I become a wholesale customer?

How do I login to my wholesale account?

Wholesale Merchandise Credit and Refund Policy

Wholesale

Sustainability

What is The Sak Rewards?

How do I join The Sak Rewards?

How do I earn points?

When will my points show up in my account?

When and how can I redeem my points?

Can I use rewards points on a pre-order?

Can I use my points combined with other discount codes?

What happens to my points when I return an item?

Do points expire?

How does tier status work?

Can my tier change over time?

What is the Welcome Tier?

When do tier benefits apply?

What are Double Points Days?

How do birthday rewards work?

What are anniversary rewards?

What are milestone rewards?

What are VIP events and early access?

Which tiers qualify for free returns?

How does ReSak benefit Tier 3 members?

Do I need an account to earn rewards?

Can I opt out of The Sak Rewards?

When and how do I receive my Tier 2 or Tier 3 welcome gift?

What should I do if I need more help?

Where can I read the Terms & Conditions for The Sak Rewards program?

How do I apply rewards points at checkout?

How do I apply my rewards points when using an accelerated checkout method?

I entered the wrong birthday by accident. How do I change it?

I made an order but didn’t check out under my loyalty account. Can I get the rewards adjusted for my previous order?

Rewards Program

Contact Us

What is The Sak shipping timeframe?

Why Isn’t My Tracking Information Updating?

What carrier do you use?

How do I know if my order shipped out?

My order has shipped, but I no longer want the order. Can I refuse the incoming package?

I received a damaged item, how should I proceed?Updated 9 hours ago