Frequently Asked Questions
Need help? See the frequently asked questions below.
PRINTED PLANNER QUESTIONS
When we receive an order, we send an email from firstname.lastname@example.org with the title "Receipt for order #______ on Sustainable Keto".
Check your inbox for your email address associated with your payment information.
If you used Amazon Pay or Paypal, the email address associated with your order will be the email address you use to login to Amazon Pay or Paypal. (Whichever service you paid with).
Please see our Shipping Policies page for average times based on shipping method chosen.
Once your order is packaged for shipment, you will receive a tracking number from our email address which is email@example.com.
You can also use the "Track My Order" page by clicking here.
You will receive a tracking number from our warehouse email address which is firstname.lastname@example.org. Most of the time, this email ends up in your SPAM folder, so please look for it there. If it's been more than 48 hours and you don't have an email please contact us at email@example.com.
Items returned for a refund must be returned in new condition with original packaging and contents within 30 days of receipt from delivery.
- Returns are subject to a 20% restocking fee.
- The customer is responsible for any shipping costs associated with the return.
All personalized orders are final and not eligible for a return or refund unless there is a valid quality control issue or printing error. Please contact customer service to remedy this.
Variations can occur during the printing process. These characteristics do not affect the usability of a product and are not considered damaged. Printing is more of an art than a science and these unpreventable and minor variations lend themselves to the personality of each unique product.
If your order is damaged from shipping, please contact us within 10 days of delivery. Depending on the damage, damaged items may be reprinted or replaced with the exact same style item. In some cases, we will provide a return label to return the item so we can review and use it as feedback with our continued growth.
Refunds are processed in the same form of payment originally used for purchase. If store credit, gift cards, and/or eGift card credit were used, they will be refunded as the first method of payment and are not eligible for cash dispersal.
In order to receive a refund credited back to your bank account, your order must have been placed no more than 30 days from when you request a refund. For your security, the refund must be credited back to the card you used to purchase this order. In the event that your credit card has expired or has been canceled, you will receive a credit to shop at sustainableketo.com.
If you are requesting a refund and your order was placed more than 30 days ago, we are only able to provide you with credit to sustainableketo.com. Our system is designed to provide extreme security to our customers, and as a result, does not save any credit card information. After 30 days, we no longer have the ability to issue a refund to your order.
Please note that all sales are final for apparel items and downloadable PDF's.
To request a refund, read all the policies above and then email us at firstname.lastname@example.org.
Login Questions For Programs & Downloads
If you aren't sure what your password is, you have two options.
- Use the "Lost Your Password" Link on the Dashboard page.
- Click "Send me a Snappy Login Link indtead". This option sends you an email you can click on and it will automatically log you in.
Once you get logged in, scroll down and click on the appropriate badge for the product you purchased 🙂 Purchased products have a green badge.
Most likely, you're logged in.
Simply scroll down and click on the green badge to access your product/program.
Safari doesn't like our website and can cause strange looping issues. Hopefully this will be fixed in the next Safari update.
Here's what to do if you didn't get your login information via email.
- Check your spam/junk mail folders for an email from "email@example.com"
- If you still can't find it - one of these things could have happened:
- You use a smaller email provider who has different filters and it's blocking our email.
- Sometimes people accidentally enter their email incorrectly and we have to manually fix this.
For either situation, email us at firstname.lastname@example.org and we'll get things resolved for you. Our office hours are 8am-5pm CST but we try to watch our inbox in the evening hours and weekends as well.
Every so often something goes wrong with Paypal and this happens. In your Paypal app on your mobile device (or in your account online) click on the transaction. You'll see that the transaction failed and there will be a message indicating the funds will be returned to you.
Once you confirm this, you can re-start your purchase.
If something is amiss, please email us at email@example.com
Our office hours are 8am - 5pm CST but we keep an eye on our inbox in the evenings/weekends. We'll get back to you as soon as one of us see's your message 🙂