Fulfilment
Our Squarespace plugins and extensions are digital products and will be manually emailed to you after a successful purchase.
We normally fulfil all purchases within three business days although we aim to do it sooner whenever we can. This is considered βStandardβ fulfilment. An βExpressβ fulfilment option is often available (see below).
Order fulfilment isnβt instant because we want to ensure every product works perfectly for you. Since our products are βdigitalβ and canβt be returned for a refund, we carry out some checks to confirm your websiteβs version, template, and overall setup are compatible. This way, we can be sure everything will run smoothly when you receive your order!
We are based in beautiful Northern Ireland. A βbusiness dayβ for us is as follows:
London, UK: 10:00 to 17:00 (GMT/BST)
New York, USA: 5am to 12pm (EDT)
Sydney, Australia: 7pm to 2am (AEST)
Vancouver, Canada: 2am to 9pm (PDT)
Our UK timezone uses daylight savings. Times are in GMT in Winter and BST in Summer. You can view GMT using this third party site to see our current time.
Express fulfilment
Many products are available for βexpressβ fulfilment, where we prioritise your order and ensure it is emailed the same day on business days. If you wish to use this additional cost service, it must be selected at the time of purchase.
Please note that the express timer starts once a valid order has been received. If any of the required information has been omitted from the order form or is incorrect (for example, a mistyped domain name), the timer will not start until the required information has been provided.
Express orders received by 4pm (16:00 UK time) on a working day will be supplied the same calendar day (by midnight UK time). Orders received after 4pm (16:00) UK time Monday to Thursday will be supplied the next business day. Express orders received on a Friday after 4pm (16:00) will be supplied by midnight the following Monday, if it is a business day. If the Monday is a Bank Holiday, the express order will be fulfilled the next business day (usually Tuesday).
What if I donβt receive the email?
We usually email all orders within the timescales specified above but fulfilment is dependent on your own email provider and their ability to recognise the email as a genuine business email rather than a threat. As some email providers can mistake digital products as security threats, your email provider may flag our email as spam or may quarantine it. If you cannot find our email in your inbox, we recommend you check your spam and security features before contacting us.
We send an Order Confirmation email within minutes of your order being placed. If you did not receive an Order Confirmation email, you may not have provided the correct email address. For example, youβll be surprised how many customers type β.ocmβ instead of β.comβ. If you are concerned that you have not received an Order Confirmation email, please contact us (see below).
Contacting Us
Have a question? Please use one of the contact forms for pre-sales assistance (questions before purchase) or post-sales assistance (questions after purchase). If our online chat service is available, youβll be offered the chat service too.