Does my order come directly from the makers or from The InD Box HQ? The InD Box is a pre-order event, makers send their items to The InD Box Shipping HQ in Florida and we package your order and send it to you!
Does The InD Box combine orders? We automatically combine any orders that have the same name, address and email address. If your order does not have all of the above listed items we can still combine your order if you send a request to to TheInDBoxCustomerCare@gmail.com. Please include your name and the order numbers you would like combined.
Will The InD Box refund shipping for combined orders? Our shipping rates are calculated based off the total weight of your package. Once all orders are combined we do process refunds for shipping overages over $1.00. These refunds are processed manually and take some time, please allow at least 5 business days after all shipping is complete for shipping overages over $1.00 to be completed.
When should I expect my order to be shipped? The InD Box is a pre-order shop. This means after the close of the sale our makers have 10 days to create and ship out their items to The InD Box shipping HQ. So, shipping for pre-orders is not expected to begin until a minimum of 3 weeks after the close of sales each month. If you order on the first day of the sales, our turnaround time (TAT) is not a minimum of 3 weeks from the date you ordered, it's 3 weeks from the CLOSE of sales. It can take up to 3-4 weeks for you to receive your order. Canadian customers will have a longer shipping and processing time.
I received my order, but I received the wrong item, or an item is missing. What do I do? The InD Box does our best to pack and check to ensure that you receive exactly what you order, however mistakes do happen. If you receive your order and it’s inaccurate, please email us with your order number and info of what is missing to TheInDBoxCustomerCare@gmail.com. Due to the pre-order nature of The InD Box, if you are sent an incorrect item, we may ask that you send it back to Shipping HQ. We will send a pre-paid shipping label for your convenience.
I received my order, but there is a damaged (broken or leaky) item in my order. What do I do? If you receive your InD Box order with a damaged product, we require photographs of the damaged products be emailed to TheInDBoxCustomerCare@gmail.com. If you have a product that you think is not correct, please email us photos of the item you received. We will do our best to replace any defective items. If the item cannot be replaced, you will receive a refund for the item.
I have a handmade brand and would like to participate in The InD Box, who I do contact? If you run and maintain a handmade shop that has been operational for at least six months and are committed to diversity and inclusion in your swatches, please send an email to theinbox2022@gmail.com.
Where do I go to order? www.theindbox.com
The InD Box Social Media:
Instagram: https://www.instagram.com/theindbox/
Facebook: https://www.facebook.com/groups/282786320390435
Contact Us:
Customer Service Issues: TheInDBoxCustomerCare@gmail.com
Any other emails: theinbox2022@gmail.com
Is there a support email if I have questions about my order? Yes! Feel free to email TheInDBoxCustomerCare@gmail.com if you have questions about your order or the box! Please allow up to 3 business days for a response.
If you have any other questions, please reach out to us directly via email at TheInDBoxCustomerCare@gmail.com. If you try to reach out via social media, sometimes your posts and/or messages get lost. Email is always the best and fastest way to get assistance.
For questions or feedback NOT related to customer service: theinbox2022@gmail.com
How long does it take to get a response back from customer service? We try to respond to emails as quickly as possible, but lease allow up to 3 business days (Monday-Friday) for a response. Wait times may be longer during holidays. If you haven't received a response in the allotted time, email again as some things go to our "spam" folder and it may have been missed.
When can I add things to my wishlist? The shop opens for wishlisting & preview on the Sunday before the sale. No set time, usually late afternoon EST time.
When can I shop? The shop opens at 8pm eastern the third Friday of every other month and closes at 11:59pm eastern two weeks after opening. Once shop closes, The InD Box HQ sends total sold to each brand so they can begin making their polish/product. Brands ship their products to The InD Box HQ. The InD Box begins packing orders at a minimum of 3 weeks after the shop closes. Your order number or shipping option has no effect on when your order will ship. We ship your order when ALL of the products you ordered have arrived at shipping HQ. Typically, you will receive your order within 4 weeks of shop close. However, delays and issues do happen, and we will do our best to update our social media with any known issues.
Can I cancel my order and get a refund? Because The InD Box is a pre-order, all sales are final. Refunds can be issued ONLY during the 2-week sale period, and not after the shop has closed. Damaged or incorrect orders will be refunded any time.
Do you ship to Canada? Yes, we ship to Canada at cost.
Do you ship international? International shipping is not currently available.
Why was I charged taxes? If you are seeing a sales tax charge, it means we hit the minimum sales requirement in your state and are abiding by state sales tax law. Each state will be different.
What if I don’t want to order everything in the box? You can pick and choose what you want to order. No minimums or maximums, just order what items you want!
Can I add an item to my order? Since we combine orders, we ask that you please place another order, and once orders begin shipping, you will receive a shipping overage refund.
Can I remove an item from an order I placed? Please email TheInDBoxCustomerCare@gmail.com with your order number BEFORE the shopping window is closed and what item you would like removed from your order. You will then receive a refund for the price of that item.
Are payment plans offered? ShopPay is payment option available at checkout. You can also pay with PayPal, PayPal Pay in 4, PayPal Credit, credit card, or The InD Box gift cards.
Are there caps on items? Each maker will set caps for their items and things can sell out! Caps are listed in the description of each item’s listing.