Customer Care

E-MAILS ABOUT YOUR ORDER

After you place your order, you will receive e-mails about your order. Please add auto-notify@ups.com to your address book to ensure that important emails don’t go to your junk box or get lost in your spam filter. Below are examples of e-mails you might receive:

Order confirmation
This e-mail confirms that we have received your order, and includes your order number. Keep this e-mail for your records.

Out of stock notice
If any item that you have ordered has become temporarily or permanently out of stock, this item will be removed from your order and you will not be charged for it. We do not offer a back order option at this time.

Shipment confirmation
This e-mail confirms that your order has shipped, and includes your UPS tracking number. Your order will arrive in approximately 1-10 business days depending on your shipping location and the shipping method you chose. Please visit www.ups.com with your tracking number provided in this e-mail for more detailed delivery information.

This e-mail confirms that your order has shipped, and includes your UPS tracking number. Your order will arrive in approximately 1-10 business days depending on your shipping location and the shipping method you chose. To track your shipment using your builtny.com 5-digit order number, click here. (Orders placed within the past 72 hours may not have been added to the UPS system yet and may be unavailable for tracking at this time.)

Important notice about your order
There are a few reasons why you would receive this e-mail, including: difficulty in processing your order, inability to ship to the address provided, duplicate order, cancellation of order. If you receive a notice like this, please e-mail or call customer care at customercare@builtny.com or 212-227-2044 x404 immediately so the problem can be addressed.

^ back to top

FINDING YOUR ORDER STATUS

The status of your order is easy to find.

Check your e-mail
You were required to enter an e-mail address during checkout. You will receive e-mails at your address keeping you up-to-date about the status of your order.

Visit the website
You can sign in to your order history at www.builtny.com 24 hours a day. You may view information about your most recent orders, including tracking information, as well as past orders.

Contact us
If you still have questions about your order, please contact us via e-mail at customercare@builtny.com.

How is order status different from tracking information?
Your order status is information that explains what is happening with your order between the time you place it and the time it ships from our warehouse. Once your order leaves our warehouse, updates on the status of your order are handled by UPS, and they will provide tracking information (typically within 72 hours of placing your order) until your package is delivered. The tracking information is accessible from your order history on our website when it becomes available. To track your shipment using your builtny.com 5-digit order number, click here. (Orders placed within the past 72 hours may not have been added to the UPS system yet and may be unavailable for tracking at this time.)

^ back to top

TRACKING YOUR ORDER

Once your order has shipped, you will receive a shipment confirmation e-mail that includes your UPS tracking number. Your order will arrive in approximately 1-10 business days depending on your location and the shipping method you chose. To track your shipment using your builtny.com 5-digit order number, click here. (Orders placed within the past 72 hours may not have been added to the UPS system yet and may be unavailable for tracking at this time.)

DELIVERY OF YOUR ITEMS

Delivery of your items can take anywhere from 1 to 10 full business days, depending on your location and the shipping method you select at checkout. Business days are Monday-Friday, excluding federal holidays within the United States. To read more about delivery and shipping options, click here.

^ back to top

CANCELLATIONS

Occasionally, orders or parts of an order are cancelled by our system for various reasons such as:

• Item(s) not available
• Difficulty in processing your payment information
• Cannot ship to address provided
• Duplicate order was placed

If your order is cancelled, you will receive an important notice regarding your order via e-mail which will explain the reason for the cancellation. You will not be billed for any cancelled items.

After you have clicked "purchase,” your order begins to process and you cannot make any online changes to your order. Our system is designed to fill orders and get them on their way as quickly as possible. Once you receive your order in the mail, simply return any items you do not want by following our return instructions. Returns may be made to our online store only.

If you have any questions about your order please feel free to contact us at customercare@builtny.com or 212-227-2044 x404.

^ back to top