Frequently Asked Questions (FAQ)
Welcome to our FAQ page! Here you'll find answers to some of the most common questions about shopping with us. If you don't find the information you're looking for, please don't hesitate to contact us.
Ordering
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.
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.
Shipping & Delivery
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.
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.
Ordering for TradeShows
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.
Returns & Exchanges
What is your return policy?
During the initial launch of our online store (first 4–6 months), we are not accepting returns or exchanges unless an item arrives damaged or defective.
If your item was damaged in transit, we will gladly replace it at no cost to you or provide a refund. Please contact us within 5 days of delivery and include a photo of the damage.
All other return requests (such as sizing or preference changes) will not be accepted during this introductory period, so we encourage you to review product details carefully before placing your order.
For international orders, we are unable to accept returns for any reason. We appreciate your understanding.
How do I report a damaged item?
If your item was damaged during shipping, please email our team at cs-convera@3treemarketing.com within 5 days of delivery and include:
- Your order number
- A brief description of the issue
- A photo of the damage
We’ll take care of the rest and get a replacement out to you promptly
Payment
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.
Account Information
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.
Customer Support