Shipping information

Delivery Process

For delivery, all orders are shipped with standard postal services from our warehouses worldwide. The delivery time depends on the destination country and you can find our country-specific shipping overview here. 

Order Tracking

We provide each customer with tracking information on most purchases as soon as your item has left the warehouse so you can easily keep track of where your product is. Unfortunately, we are not able to offer tracking for phone case & mug if you live outside the US. Please visit our Tracking page and enter your email address and tracking number, then click on the “Track Order” button. You can find your tracking number at the top of your order confirmation email.

Please check the estimated dispatch time of each item on your order confirmation email or in your account. As soon as your order has been dispatched we will send you a shipping notification email. Before contacting us directly, ensure that you check the delivery tracking status of your order here. If you do not receive any shipping confirmation or you cannot find any update on the tracking status, please contact our Customer Care Team.

If you order multiple items from our website, you may receive multiple deliveries shipped by multiple carriers since items may be sent from different supplier warehouses.

If only part of your order has arrived within the expected shipping timeframe, please go to the tracking tab on our website and enter the tracking number provided in your order confirmation email. If this does not clarify the situation, please contact our Customer Care Team here or email  hello@thecultive.com

If your item shows it has been delivered but you never received it, please go through the following steps:

  1. Has your item been left with your neighbours?
  2. Have you contacted your local post office or courier depot to check if the driver left your parcel?
  3. Contact us our Customer Care Team here or email hello@thecultive.com for assistance.

Returns & Replacements

Eligibility

In the unlikely event that your item arrives damaged or faulty, please notify Cultive as soon as possible for a replacement (if available) or a full refund. Please contact our Customer Care Team to assist with your options based on your specific situation.

In the instance that you believe you are eligible for a replacement or refund, you may be required to send us images of the damage for further assessment. Any refund is made back to the payment option you chose with your original order. Please do not attempt to return the items before speaking to one of our specialists, you may be responsible for any associated expenses if you do so.

We will not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer’s instructions; using it in an abnormal way; or failure to take reasonable care.

In the unlikely event that your product arrives damaged or faulty, or if you have a warranty claim, please contact our Customer Care Team. In the cases where this damage or faultiness is verified, the return of your item is free.

In the unlikely case that you receive an incorrect item, please contact our Customer Care Team with the following information:

  1. Order number
  2. Item name and SKU
  3. Photo of the item you received

Our returns team will assess your case and take all necessary actions from there to ensure you receive the correct product at no additional cost.

In case your order arrives missing a part, please contact us with the following information and we will resolve this issue immediately:

  1. Order number
  2. Item name and SKU
  3. A detailed description of the missing part
  4. Photo to show which part is missing

Our Customer Care Team may ask you to provide a photo of the item you received to prove that the item is in perfect condition before you return it. This way if any damage happens during transport, you will not be held liable.

Unless your item does not arrive, or arrives damaged, faulty or with missing parts, we are not able to issue a replacement or refund.

Refunds

Refunds are issued through the same transaction method you used in your original purchase. Your refund will always be credited into the same account your payment came from – We cannot refund your order to a different card or account.

After receiving and approving your return, Cultive will grant a replacement or provide a full refund within a week. Please note that after granting a replacement item, the dispatch and delivery time depends on the item’s location, dimensions and your delivery location.

Products

Stock & Availability

Although we try to have a stock level that will keep up with expected demand, certain item(s) that are highly popular can exceptionally run out of stock. On the page of the product you are interested in, we will clearly display if we currently do not have any stock remaining.

No, your items will not be placed on backorder if they are currently not available. Although we avoid advertising products that are no longer in stock, in the instance that your item has sold out, you will be contacted by our Customer Care Team to arrange a store credit or refund.

When you create a Cultive account, we provide you with the opportunity to create your own wishlist where you can select products for future purchase. Please note that we cannot guarantee that the items will still be in stock at the time that you decide to purchase them.

Unfortunately, we currently do not currently offer any lay-away options.

Pricing

Prices on our website are subject to change at any time. We do not offer a price match on items that have gone on sale after your purchase has been made.

Unfortunately we cannot honour a sale or promotional price if an offer has finished. If you wish to keep up to date with our current sales and promotions, please sign up to our newsletter. In the unlikely event that we cannot fulfil your order for a product on sale or promotion, we will honour the sale price if and when the item comes back into stock.

Using the out multi-currency tool displayed at the top and bottom of the screen you can select your currency. Please contact our support team if you would like to see a different currency on the site.

Feedback

We look forward to hearing feedback about our products. You can find section specifically designed for reviews on each product page and comments on each article. Additionally, please feel free to send us feedback via our contact us page.

Prices on our website are subject to change at any time. We do not offer a price match on items that have gone on sale after your purchase has been made.

We highly value your feedback on any of the products that you bought from us. However, we follow some guidelines that prevent some reviews from being posted. The following types of reviews will be rejected:

  1. Reviews for faulty or damaged items as this will be handled by our Customer Care Team and does not describe the general nature of the product.
  2. Comments on items that are incorrectly received.
  3. Reviews containing comments that do not describe the product itself but are rather a feedback on transactional issues such as the order or delivery process or how a case was handled by our Customer Care Team.
  4. Comments that are considered offensive to others.
  5. Reviews that mention our competitors.
  6. Comments that are about price, price changes, promotional offers or sale prices.

We’re sorry you haven’t found what you are looking for yet. Here’s a gif of sausage dogs in hot dog outfits running in a paddock.

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Ordering

Our website is best supported by Google Chrome, Safari, Mozilla Firefox, Edge and Internet Explorer and is optimised for use on all device sizes. Please ensure that the browser you are using is up to date. If you are still experiencing difficulties, please contact our Customer Care Team.

We are not able to add items to your order. If you wish to purchase more items, we kindly ask you to place another order.

If you wish to cancel your order, please contact our Customer Care Team at hello@thecultive.com immediately! We get to work on your order right away and during work hours your order will be processed within the hour of ordering. If the order is processed we are unable to cancel the order.

Unfortunately, we are not able to gift wrap or add a custom message to your order, however we are looking to extend our customisation services in the future. Sign up for our newsletter to stay up to date with new feature releases.

Payment

General

Cultive accepts a convenient variety of payment methods: Credit cards (Visa, Mastercard and American Express), and PayPal.

After a successful transaction, you should see a success page. On top of that, all successful transactions will receive a confirmation email. If you have not received confirmation via email, contact our Customer Care Team here or email hello@thecultive.com for assistance.

Credit Card

Cultive is committed to a safe, enjoyable and smooth online shopping experience for all customers. We ensure that every credit card transaction occurs within a secure environment. Cultive  payment system has a 128-bit SSL security encryption. You can see the transaction is secure if you see a keylock at the bottom right of your web browser. We do not retain your credit card information after your order is complete. Rather, it is submitted directly to our banks. You can rest assured that with each purchase your credit card or bank account information will be secure.

Please check with your bank or financial institution to rule out errors on their behalf. If problems persist, please contact our Customer Care Team here or email at hello@thecultive.com for assistance.

PayPal

PayPal is a payment method for online purchases that allows users to send and receive money online. PayPal offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant.

Prices on our website are subject to change at any time. We do not offer a price match on items that have gone on sale after your purchase has been made.

You can sign up for a PayPal account on PayPal website. You will be asked to login to PayPal when you make a transaction on the Cultive site if you are not already logged in to your account.

Cultive is not in a position to provide support on PayPal account problems. We kindly ask you to contact PayPal customer service directly.

Payment will be deducted from your PayPal account immediately after checkout.

Stripe

Stripe is a third-party payment solution, that makes it possible to accept credit card and debit card payments in webshops. It’s secure and quick – you can almost process payments immediately.

No. All they need is a valid credit card or debit card with the Visa or Mastercard logo.

Yes. Stripe follows the most strict requirements for security in the industry.

Accounts

Creating an account is a simple way to help us remember what your favourite settings and preferences are. It also gives you access to features such as Wishlist that allow you to save your favourite products for later.

Please click on ‘My Account’, which is located on the top right-hand side of the website. You will then be prompted to a new page where you will find the ‘Create a new account’ button on the left-hand side. On this page you can create an account in a number of ways:

  1. Select ‘Create a new account’ and fill in your details as requested before clicking ‘Submit’
  2. Select ‘Continue with Facebook’
  3. Select ‘Continue with Google’

Registration should now be complete and you should receive a confirmation e-mail to the address you registered with.

Please click on the ‘My Account’ tab on the top right-hand side of the page. You will then be prompted to enter your account details. Scroll down to find your account information; click on ‘Edit’ to update your details and ‘Save’ once you are finished to save these changes.

Subscribing to our newsletter and creating an account are two separate things. When you subscribe to our newsletter you do not automatically create an account with Cultive. Likewise, creating an account does not require you to be subscribed to our newsletter. However, if you would like to opt in to our newsletter, please enter your email to the ‘Subscribe to our newsletter’ box on the Cultive website.

Cultive does not store payment information. All payment information is stored securely with our PCI compliant payment provider.

To make a wishlist, you would first need to make an account with us. Do this by clicking “my account” in the top right and following the instructions. Once you have your account set up; log in the “my account” drop down will have “my wishlist” which is where you can view and manage the items on the wishlist. To add a product to the wishlist itself, simply click the heart on the product image.

Newsletter

To opt in to the Cultive newsletter, please enter your email to the ‘Subscribe to our newsletter’ box on the Cultive website.

If you wish to unsubscribe from the newsletter, you have 2 different options to do so:

 

  1. Newsletter footer – At the bottom of each email from the Cultive, you will find a link labeled ‘Unsubscribe’. Clicking this will take you to a settings page where you will be asked to confirm that you wish to be removed from the list of users who have opted in to receive promotional material or content from the Cultive. Once confirmed you will not receive any further emails.
  2. Contact Us – If you cannot find any newsletter in your email inbox you can contact our Customer Care Team or email hello@thecultive.com and they will unsubscribe you from the newsletter.

Privacy & Security

Your information will not be sold or passed on to third parties. Your privacy is important to us. Read more about how we protect your privacy under “Privacy Policy“.

No, we do not store any credit card information on our servers or data center.

We are highly committed to provide you with a safe value your privacy and work hard to ensure that your details are secure and will not be released to any other party. To learn more about how we keep your details safe, please see our Privacy Policy.

Cookies is the name given to the small amounts of data that are sent from a website to your browser and stored on your computer’s hard drive. Cultive uses cookies to deliver its customers a faster and more intuitive experience. Cookies cannot access your personal information, but instead use anonymous unique identifiers.

Your browser’s preferences usually have ‘cookies enabled’ (meaning each website can send its own cookie to your browser). Cookies need to be enabled on your browser to allow you to add product(s) to your cart and access your account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer unattended to protect your account information. You can log out by clicking the ‘Logout’ link in the top right hand corner of the page.

To find out more about how we use cookies, please see our Privacy Policy.

About Cultive

You can learn more about Cultive by visiting our About page at the following link: https://www.thecultive.com/about.

You can also follow us on Instagram, join the conversation on Facebook, follow us on Twitter, or get pinning with us on Pinterest.

We love to hear about your experience with Cultive and thrive on feedback that can help us do even better for our customers. If you would like to give us some feedback or would just like to reach out, you can reach the Cultive Customer Care team by visiting our Contact page. We are waiting to hear from you. 

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Any unanswered questions?