Submitting a help request through out website is the quickest and easiest way to receive support. You can also email us at firstname.lastname@example.org or through facebook messenger.
Our response time is typically within 24 hours although we may require 48-72 hours depending on the time of year. We are most active first thing in the morning as we are processing shipments and support tickets at this time.
If you need help with an order please contact us through email with your order number and request.
Most orders ship within one business day. Tracking information is provided at the time of shipment through email, text or messenger. You can also check your order status through the "order status page" link you received in your order confirmation email.
If you did not receive an email at the time of shipment, please reach out to us at email@example.com and we will forward this information to you asap.
It can take between 2-5 business days to receive your order if placed within the United States. Shipping speeds vary according to the type of shipping method you chose at checkout. If it has been longer than 7 business days since your order confirmation email, please reach out to use so that we can make sure you have the correct tracking information.
International shipments take between 4-11 business days for most countries. Shipping times may be delayed if you order is held in customs. Some governments require import taxes such as VAT and other duties to be paid before releasing your order for final mile delivery.
Unfortunately, not every order makes it to its intended destination. A variety of reasons may stand between you and your package including, theft, strike, natural disasters, damage, unpaid taxes, etc...
Fortunately, we do offer shipping insurance provided by Route. Route charges 1% of your order total to give you peace of mind and financial security when ordering. You can purchase route insurance on the cart page when checking out.
Yes! You may edit and order from the order status page or your customer account. Cancel, edit or reorder as desired!
If you make two purchases without editing, we are happy to combine and refund the difference in shipping costs if any. Please make sure to reach out to us to notify us of this request or we may not combine your orders.
If you purchased shipping/order insurance through Route, please file a claim here.
Hand Held Legend is not responsible for packages that have been marked as "delivered" or "attempted for delivery". Please make arrangements to be present for your delivery or provide a secure place to deliver them.
Shipments that are suspected as lost are subject to a 10 day waiting period. Tracking information that does not update from the last notice may be considered lost.
Lost shipments are not subject to replacement although we are happy to work with you to get a replacement if appropriate. It is always best to get shipping insurance and file a claim for the best possible protection and quickest resolution.