# How can we help you?

### Can I edit or cancel my order?
You can make changes to your order within the first 45 minutes by clicking the blue **Edit/View Order** button in your order confirmation email. From there, you can update your payment method, add discount codes, change items, adjust quantities, and edit your shipping address. If you need to cancel, our AI assistant can help within the first hour after your order is placed. **After that,** **cancellations aren’t guaranteed** due to the backend systems we use to process orders quickly.

### When will my order ship?
Please allow 1 to 3 business days for your order to be processed and fulfilled before it ships. Personalized items require a little extra time, so please allow up to 5 **additional** business days. You’ll receive a tracking email as soon as your order ships!

### How long will shipping take?
Once your order ships, it typically arrives within the following timeframes:

**Contiguous U.S**.: 3 to 8 business days  
**Canada**: 4 to 9 business days  
**United Kingdom**: 5 to 9 business days  
**Germany**: 8 to 16 business days

### Do you ship internationally?
Yes! We currently offer international shipping to Canada, the United Kingdom, and Germany.

### Who do I buy from when I order outside the U.S.?
International orders may be sold to you by our cross-border commerce partner, OpenBorder, Inc. (“OpenBorder”). Where that applies, OpenBorder acts as the seller and merchant of record for your order and is responsible for the applicable import taxes, duties, and VAT.

Simple Modern remains responsible for your product warranty, returns, exchanges, and customer service in all cases. Additional OpenBorder terms and conditions apply to these orders and are linked from our [Terms of Service](/content/policies/terms-of-service/index.html).

### What if my package is missing or delayed?
If your order hasn’t arrived within the expected delivery window, start by checking your tracking link for updates. If it shows as delivered but you can’t find it, we recommend checking with neighbors or your local carrier. If you still can’t locate your package, please submit a shipping claim at [claims.simplemodern.com](https://claims.simplemodern.com/ "https://claims.simplemodern.com") and our team will happy to help!

### Can I send my order as a gift?
Yes! You can ship directly to your recipient by entering their address at checkout. We don’t include pricing information in any packages.

At this time, we don’t offer gift notes or messaging options, and we apologize for any inconvenience this may cause.

### Can I return my order?
Most items purchased on simplemodern.com can be returned for a refund within **90 days** of purchase. To qualify, items must be unused and in their original packaging. Please note that **personalized products** and **Canadian orders** aren’t eligible for return. Large or frequent returns may also be subject to a restocking fee.

### How do I start a return?
Visit our return policy page [HERE](/content/pages/return-and-refund-policy/index.html).

### When will I receive my refund?
Refunds are processed once your return is dropped off and in transit back to us. You’ll receive an email confirming your refund around the same time you drop off your return. Depending on your bank, it may take 3–5 business days for the funds to appear in your account.

### Can I return personalized or custom items?
Personalized and custom products are made just for you, so they aren’t eligible for return or exchange. If your personalized item arrives damaged or defective, please reach out to our team and we’ll make it right.

### What if something is wrong with my product?
We’ve got you covered! Visit our [**Limited Lifetime Warranty**](/content/pages/warranty-1/index.html) page to see what’s included and submit a claim if your product qualifies.

### How can I tell if a lid or accessory will fit my product?
Each accessory’s product page lists compatibility details in the **Specs** section. Some lids work across multiple collections, while others are made specifically for one type of bottle. If you can’t find the information you need, our AI assistant or support team will be happy to help!

### What do I do if I have questions about my product?
For questions related to caring for your product, we have a helpful webpage ready to answer your questions at [**simplemodern.com/care**](/content/pages/care-and-support/index.html). Our support team is available to help with any of your needs via [**support@simplemodern.com**](mailto:support@simplemodern.com).

### What kind of company is Simple Modern?
Simple Modern is an employee-owned Oklahoma based company whose mission statement is we exist to give generously. Our desire is to make 5-star products offering remarkable value so we can give to worthy organizations making the world a better place. To hear more please check out [https://www.simplemodern.com/pages/giving](/content/pages/giving/index.html) for a video about us and more.