Frequently Asked Questions (FAQ)

How do I place an order?

Placing an order is easy! Browse our collection, add your favorite items to your cart, and follow the checkout process. You'll receive a confirmation email once your order is placed.

If your order requires more units than are currently available, please email converaadmin@3treemarketing.com

Can I change or cancel my order?

Yes, you can change or cancel your order within 12-24 hours of placing it. Please contact our customer service team at cs-convera@3treemarketing.com as soon as possible.

What happens if my Purchase Order isn't approved right away?

Orders placed using a Purchase Order (PO) are not fully confirmed until we receive the corresponding PO document, emailed to: converaadmin@3treemarketing.com. To ensure fairness and product availability for all shoppers, we can only hold inventory for up to 5 business days from the time your order is placed.

• If we receive your PO within 5 business days, your order will proceed to fulfillment as planned.
• If we do not receive your PO within this time frame, the order will be automatically canceled, and the inventory will be released back into stock. We recommend submitting your PO for approval as soon as possible to avoid delays or losing your reserved items.

What are your shipping options?

We offer a variety of shipping options to suit your needs, including standard, express, and overnight shipping. Shipping costs and delivery times will be calculated at checkout.

Do you ship internationally?

Yes, we ship to most countries around the world. International shipping rates and delivery times will be provided at checkout.

Are international delivery dates guaranteed?

Unfortunately, no. International deliveries can be delayed by customs processing, local import requirements, or carrier delays. While we will ship your order promptly, we cannot guarantee a specific delivery date once the package is in transit. We recommend placing orders as early as possible to accommodate potential delays.

When do I need a Tax ID?

Please click here to view Tax ID Information.

How can I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or through the shipping carrier's website.

If placing an order for tradeshows, please make sure to list in-hands date (preferably a window if possible) in cart. Once you place your order, you will get a confirmation email with your order number. Once obtained, please go to the Tradeshow Order Documentation and submit your advanced tradeshow label.

What is your return policy?

All items in the Convera Collection are produced specifically for this program.For that reason, returns and exchanges are not accepted for any reason other than confirmed damage or defect.

Shoppers are responsible for reviewing all available product information prior to ordering, including:

• product descriptions,
• material details, and
• sizing charts fit notes.

Orders cannot be changed, returned, or exchanged due to sizing, preference, or ordering errors.

Damaged or defective items

A claim may be submitted only when an item is received:

• Damaged in transit,
• Or defective upon arrival.

For items confirmed as damaged in transit, a discount code voucher equal to the value of the damaged item(s) will be issued. The voucher may be used on a future Convera Collection purchase.

Replacements are not guaranteed and are issued only when inventory and production availability allow.

International Orders

Due to the high cost and administrative complexity of international shipping—including customs clearance, duties, taxes, and VAT that vary by destination—international Convera Collection orders are final. Returns and exchanges are not accepted for international orders for any reason, including damage, defect, sizing, or preference changes. Claims submitted after the reporting window cannot be accepted.

How do I report a damaged or defective item?

Damage or defect must be reported within 5 calendar days of delivery.

To submit a claim, email cs-convera@3treemarketing.com and include all of the following:

• your order number,
• a brief description of the issue, and
• clear photos showing the damaged or defective item and the shipping packaging.

Incomplete requests or requests received after the 5-day reporting period will not be eligible for review.

Once your submission is received, our team will review the information and confirm eligibility for a voucher or replacement, as applicable.

What payment methods do you accept?

We accept major credit cards and PO's. If you choose to pay via a PO please select that option at checkout. Please send PO's to converaadmin@3treemarketing.com. Your order will be reviewed to ensure PO was processed before your order will be fulfilled. All transactions are securely processed.

Is my payment information secure?

Yes, we use advanced encryption technology to ensure your payment information is safe and secure.

Do I need an account to place an order?

No, you can place an order as a guest. However, creating an account allows you to track your orders, save your shipping information, and access special promotions.

How do I create an account?

Creating an account is easy! Click on the person icon at the top of our website and fill out the required information. You'll be able to start enjoying the benefits of your account immediately.

How can I contact customer support? Our customer support team is here to help! You can reach us by email at cs-convera@3treemarketing.com or by filling out this form. We will respond within 24 hours from Monday-Friday 8AM - 4PM EST.

If you have any questions related to branding or the selection of items available in the store, please contact Kelly Holman, Creative Services Manager at Convera.