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Solved in the last 4 days, before they close
- Leila NasserVIPCharged twice for order NP-21012Thank you for the quick fix!#4827High priorityOct 19Ada Okafor
- Elsa VirtanenDid my second pad get added?Just checking the second pad made it into the box before it shipped.#4868Normal priorityOct 20Theo Marchetti
- Sofie BrandtRefund to original card or store credit?For my jacket return, can I get store credit instead of a refund?#4863Normal priorityOct 19Rafael Duarte
- Pete KowalskiFollowing up — parcel still missingFollowing up on my call Friday. Still no jacket, and the neighbors haven't seen it.#4856Normal priorityOct 19Theo Marchetti
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- Ben OkoroRefund not showing on my card yetYou emailed that my sleeping bag refund was issued on the 9th but I don't see it on my card.#4815Normal priorityOct 19Rafael Duarte
- Olu BankoleDown jacket fit — between M and LI'm between a medium and a large for the Hollow Pine. I like room for a fleece underneath.#4859Normal priorityOct 19Hana Kobayashi
- Noah BergstromTrekking pole lock slippingThe flick-lock on one of my carbon poles slips under weight even when tightened.#4833Normal priorityOct 19Arjun Rao
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- Pete KowalskiOrder says delivered but nothing at the doorNote: Tracking says delivered Oct 9 at 2:14 PM to the front porch, customer says nothing there. Opened a carrier claim; policy is to wait 48 h before reshipping.#4830Normal priorityOct 19Theo Marchetti
- Fatima DialloCancel one item from my orderCan I remove the fleece from my order and keep the base layers?#4854Normal priorityOct 19Hana Kobayashi
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- Liam CarverSwap pack color before shippingCan I switch my Switchback 38L from Rust to Spruce before it ships?#4828Normal priorityOct 19Theo Marchetti
- Owen FitzgeraldReturn label for the stoveTheo said to reply here for a return label for the dented stove.#4846Normal priorityOct 19Theo Marchetti
- Tomás RibeiroWrong apartment number on my orderI typed 21 instead of 12 for my apartment. Can you fix it before delivery?#4837Normal priorityOct 19Sami Haddad
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- Emmett ClarkeFootprint compatible with Ridgeline 2P?Does the Ridgeline footprint fit the 2P, or is it only for the 3P?#4821Normal priorityOct 19Kofi Mensah
- Zainab MusaGift wrap option?Can you gift wrap the jacket I just ordered and leave the receipt out?#4873Low priorityOct 20Rafael Duarte
- Astrid NybergStore hours for the Duluth shopwhat time does the canal park store open#4870Low priorityOct 20Pip
- Anouk de VriesWashing the down jacketCan I put the Hollow Pine jacket in the washer? It's getting grimy at the cuffs.#4865Low priorityOct 19Greta Holm
- Yuki MoriHow do I start a return?how do i return something#4861Low priorityOct 19Pip
- Clara JensenDuties for Canada orders?DM: if I order to Canada, do I pay duties when it arrives?#4852Low priorityOct 19Nell Ashworth
- Gwen AshbyVIPGroup discount for our scout troopOur troop is buying packs again this year. Do you still offer the group discount for 6+ items?#4822Low priorityOct 19Nell Ashworth
- Ruth AbernathyStudent discount?Do you have a student discount? I'm in grad school at NAU.#4832Low priorityOct 19Hana Kobayashi
- Felix WagnerTracking number pleasecan I get my tracking number#4847Low priorityOct 19Pip
- Rosa DelgadoOrder statuswhere is my order#4844Low priorityOct 18Pip
- Olu BankoleSize chart for base layersWhere's the size chart for the merino base layers?#4838Low priorityOct 18Sami Haddad
- Astrid NybergLove the new Fernway colors!Mention: the new Fernway colors are so good, bought two. Any plans for a hooded version?#4840Low priorityOct 18Sami Haddad
#4827Leila Nasser
Charged twice for order NP-21012
Solved
Set status
High priorityhigh
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Ada Okafor
Orders & Returns
via Email · Fri, Oct 16, 11:18 AMSolvedHigh
- Friday, October 16Leila Nasser11:18 AM
My card shows two charges of $548 for order NP-21012. Please refund the duplicate.
- Ada Okafor11:39 AM
Hi Leila, you're right — the checkout retried after a timeout and captured twice. I've voided the second charge. You'll see it disappear in 2–5 business days. Sorry for the scare. Ada
Sent with macro: Refund issued
- Leila Nasser12:02 PM
Thank you for the quick fix!
- Monday, October 19Ada Okafor set the status to Solved · CSAT: 5/5 “Fast and friendly as always.”· 3:30 PM
To Leila Nasser <leila.nasser@quillbox.example>
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