Contact
We are a small team. The fastest way to reach us is by email.
General + Order Support
support@superstructuring.comFor order status, color questions, installation questions, returns, and refunds.
Response time: within one business day, Monday–Friday.
What to include
- Order number (in your order confirmation email) — speeds up everything.
- Color or product name if your question is about a specific item.
- Photos for damaged or defective product reports — please include two or three clear shots.
Returns & Refunds
Return window
You have 30 days from the delivery date to request a return.
Condition requirements
To be eligible for a refund, products must be:
- Unused and in their original packaging.
- In the same condition you received them.
- Accompanied by proof of purchase (order number or receipt).
Plugs that have been installed, partially used, or removed from sealed packaging are not eligible for return except in the case of defects or damage in transit (see below).
How to start a return
Email support@superstructuring.com with your order number, a short note describing the reason for the return, and (for damaged or defective items) two or three photos showing the issue. We respond within one business day with return instructions and a return-shipping address.
Return shipping costs
Standard returns (changed your mind, wrong color, etc.): you pay return shipping. We recommend a tracked, insured service — we cannot refund items lost in return transit.
Damaged, defective, or wrong product shipped: we pay return shipping. We send you a prepaid label by email, and we replace the product or refund in full at your choice.
Refund timeline
Once we receive and inspect your return, we email you to confirm acceptance. Refunds are issued to the original payment method within 5 business days of acceptance. Your bank may take an additional 3–10 business days to post the credit to your statement.
Shipping charges on the original order are non-refundable for change-of-mind returns. They are refunded for damaged, defective, or wrong-product returns.
Exchanges
We do not currently process direct exchanges. To swap a color, return the original product for a refund and place a new order.
Order cancellations
If your order has not yet shipped, we can cancel it for a full refund. Email support@superstructuring.com as soon as possible — most orders ship the next business day.
Damaged in transit
Inspect your package on arrival. If the box or product is visibly damaged, photograph it before opening, then email us. We will arrange a replacement or full refund.
Returns mailing address
SuperStructuring Returns
[Street Address]
[City, State, ZIP]
Do not mail returns to the address above without first contacting support@superstructuring.com to start the return process. Returns received without a return-authorization reference may be delayed.
Phone
Business hours
Email support is staffed Monday–Friday. Saturday and Sunday emails are typically answered the next business day. We are closed for major U.S. holidays.
Press, partnerships, wholesale
Use the same support email above and put "Press," "Partnership," or "Wholesale" in the subject line. We respond within two business days.