EQL facilitates launches but does not directly manage product fulfillment, shipping, or payment processing. Here is a quick breakdown of who to contact and when.
Refunds
EQL does not issue refunds for orders or intervene in shipping delays as the retailer is responsible for fulfilling and shipping the product. If you have a concern about a charge, please reach out to the retailer directly as they are best placed to help.
If your selection was canceled and you did not receive a refund for the EQL Run Fair Fee, please contact EQL support with a screenshot of the cancellation notice. Once proof of cancellation is shared, EQL can process the Run Fair Fee refund and, if applicable, reset your EQLizer score.
Shipping Issues
EQL does not manage shipping or fulfillment and cannot reship items or issue refunds for undelivered or stolen packages. If you encounter a shipping issue we recommend the following steps:
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Contact the shipping carrier using your tracking number to file a claim and get details about the delivery issue
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Reach out to the retailer or brand that fulfilled the launch with your tracking number and a description of the issue. They are responsible for investigating and determining next steps
You can always find the retailer's contact information in your confirmation email
under the "What's Next" section, located above your order details.
Delayed Orders
If your order has not arrived after the stated shipping window, allow some additional time as some products may take several weeks to arrive. If the item still does not arrive, we recommend following up with the retailer directly.
Summary
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For shipping and fulfillment issues, contact the retailer or shipping carrier directly
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For concerns about a charge, reach out to the retailer
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For Run Fair Fee refunds due to a canceled selection, contact EQL support with proof of cancellation