Frequently Asked Questions

Customer Service:

  1. How can I contact customer service?
    Ten Thousand Feet is our merchandise provider. Please see our Contact Us page for detailed contact information for our Customer Service Team.
  2. What are your customer service hours?
    Our Customer Service Team is available Monday - Friday, from 8:30am - 4:30pm.
  3. How long does it typically take to receive a response?
    All inquiries will receive a response within 24-48 hours.

Shipping and Delivery:

  1. What are your shipping options and costs?
    We offer Expedited Parcel and Xpresspost shipping. Costs for each service will depend on the size of your order, and the shipping destination. Shipping costs can be seen in the store checkout before your order is placed.
    Additionally, we offer a free weekly drop off to Thunderbolt HQ. Orders will be delivered once a week, depending on availability.
  2. How long will it take for my order to arrive?
    Orders are shipped within 1-2 business days of placing the order. As we have no control over couriers, we cannot guarantee shipments to arrive at your location on a specified date.
    Any orders being dropped off to Thunderbolt HQ will arrive within 7-10 business days.
  3. Can I track my order?
    Tracking numbers will be sent to you once the order has been shipped. Information will appear in the tracking number once the parcel has been scanned by the courier.

Returns and Exchanges:

  1. What is your return and exchange policy?
    Please see our Returns & Exchanges information page, or contact our Customer Service Team for more details.

Ordering Process:

  1. Can I modify or cancel my order after it's been placed?
    If the order is not yet fulfilled, modifying or canceling an order may be possible. Please contact our Customer Service Team as soon as possible. Please include your Order Number and as many details as possible.
  2. What payment methods do you accept?
    We accept MasterCard and Visa credit/debit cards.

Promotions and Discounts:

  1. Do you offer discounts for bulk orders?
    Any products offering bulk order discounts will be indicated in the product description. All discounts will be automatically applied at checkout.
  2. How can I apply a discount or gift card code to my order?
    In the store Checkout, enter your discount or gift card code to the indicated box near the pricing. Please ensure you select the “Apply” button to apply your code to the order.

Product Information:

  1. Can you provide more details about a specific product?
    We aim to provide as much information as possible in our product descriptions, however if you have questions about any product please contact our Customer Service Team and we will be happy to assist you.
  2. Do you restock items that are currently out of stock?
    Restocking items is at the discretion of Thunderbolt. If you have questions regarding an out of stock or back ordered product, please contact our Customer Service Team for assistance.

Technical Issues:

  1. Please contact our Customer Service Team. We will be more than happy to help facilitate your online order.