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.

Because Convera Collection items are curated and produced specifically for this program, return eligibility depends on the delivery location and the reason for the request. The summary below is followed by full details.

 

United States Orders

U.S. orders are final sale. Returns and exchanges are not accepted for sizing, fit, preference, color selection, or ordering errors.

Please review product descriptions, material details, available fit notes, and sizing charts before submitting your order. Once an order enters processing, it may not be changed or canceled.

International Orders Outside the European Union

Orders shipped outside the United States and European Union are final sale, except where applicable local law requires otherwise. Returns and exchanges are not accepted for sizing, fit, preference, color selection, or ordering errors.

Because international shipments may involve customs clearance, duties, taxes, VAT, brokerage, and other destination-specific charges, please review all product and order details carefully before purchasing.

European Union Orders - Full Guidance

To use the EU right of withdrawal, email us within 14 calendar days after the order is delivered. No reason is required. Please wait for return instructions before sending the item back.

After notifying us, the eligible item must be shipped back without undue delay and no later than 14 calendar days after the withdrawal request. We recommend using a trackable shipping service.

The shopper is responsible for all direct return shipping and packaging costs for a change-of-mind return. Return shipping charges are not reimbursed. Additional costs associated with expedited or non-standard delivery are not refundable except where required by applicable law.

Returned items should be unused, unworn, unwashed, and in their original condition with tags and packaging when available. A refund may be reduced if the item has been handled beyond what is reasonably necessary to inspect its nature, characteristics, fit, and function.

EU return exceptions include:

·    items made to the shopper's specifications or clearly personalized, such as an item bearing an individual name, title, or personal logo;

·    sealed goods that cannot be returned for health or hygiene reasons after the seal has been opened; and

·    other exclusions allowed under applicable EU or local law.

Approved EU refunds will be issued to the original payment method after the returned item is received and reviewed, or as otherwise required by applicable law. This policy does not limit any non-waivable consumer rights.

Damaged, Defective, or Incorrect Items - All Regions

A damaged, defective, or incorrect item must be reported within 5 calendar days of delivery. Do not return the item or discard the shipping packaging until our team provides instructions.

For approved damaged, defective, or incorrect-item claims, the shopper will not be responsible for required return shipping costs.

For U.S. and non-EU orders, the standard resolution is generally a voucher equal to the value of the affected item. A replacement may be offered when inventory and production availability allow. EU claims will be handled in accordance with applicable consumer law.

How to Submit a Return or Damage Request

Email cs-convera@3treemarketing.com and include your order number, the item name and size (if applicable), and the reason for the request. For a damaged, defective, or incorrect item, also include clear photos of the item and the shipping packaging.

Requests that are incomplete or submitted outside the applicable reporting period may not be eligible for review. Our team will confirm eligibility and provide next steps. Please do not ship an item back without authorization and return instructions.

This policy is intended to provide clear general guidance. Where mandatory consumer protection laws provide greater rights, those laws will apply.

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.