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Customer Care

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Customer Care

Questions, support, feedback — we’re here for it all.

Reach our customer care team

Our Customer Care Team is focused on finding the best possible solution to your concern! For questions regarding your order, our shop, product availability, product features or anything else, please do not hesitate to contact us. We will answer your questions as soon as possible!

FAQ

Here you will find the most frequently asked questions. Click on the topic that interests you to go directly to the answers.

Order Process

Payment

Shipping

Claims

Others

Order Process

How can I purchase PhiProducts?

We are very happy that you are interested in Phi Academy products. It’s easy! Our shopping experience is designed to be user-friendly. All you have to do is order our products through our online shop www.phisupply.us

We offer credit card, Paypal, Google Pay and Apple Pay. We ship worldwide exclusively to professionals, i.e., business customers. Please contact customs in your country to find out if you can import your chosen products if you are outside US. Custom charges as well as additional fees are not included in the shipping costs. Your trust in our products is our priority so we thank you for choosing PhiSupply.US

Our aim is providing you with the most pleasant shopping experience. Do you need assistance while shopping? Let us know via email info@phisupply.us or phone (toll-free 888-242-9944
Do I have to create an account to shop?

Not necessarily, but creating an account offers several benefits, such as a view of your order history / status. You can also save your shipping and billing information for a quicker checkout experience.

Furthermore, you can reorder previous purchases, save and change the payment method for unpaid orders or create your wishlists. 

Open an account with us today and enjoy all these benefits and more: Official PhiShop Nevertheless, you can also checkout as a guest, but will not be able to take advantage of the above mentioned benefits.

I am having trouble signing into my account.
We are sorry you are having issues with your PhiSupply profile. If you received a message that says, “Could not find an account that matches the given credentials.”, this means your email address/password was not recognized by our system or you did not create a profile yet. No worries, this can quickly be fixed.

  • Please make sure that you are registered with us. You can create an account directly on www.phisupply.us
  • Please double-check to see if you are using the same email address and password you registered with. 
  • If you cannot remember your password, you can request a password reset, click on the “I have forgotten my password” button. An email containing a link to set a new password will be sent to your email address. Make sure to check your junk / spam folder as well. 
  • Sometimes, browser caches can cause login issues. Try clearing your browser cache and cookies, and then attempt to log in again. 
  • If none of these steps resolve your issue, please contact our customer support team (info@phisupply.us) for further assistance. We will be happy to help you.
 
Can I change the billing or shipping address of my order?
Yes, you may be able to change the billing or shipping address of your order depending on the stage of the order processing. In this case, please contact us and we can change the address of your order, if the order has not been processed or shipped yet.

However, once your order has been shipped, we are unable to amend the shipping address. You can request a redirection by contacting UPS or USPS directly. Please note that any changes to the shipping address may delay the delivery of your order.

Nevertheless, should you need your billing address to be corrected, please send the full details to info@phisupply.us directly. Please note that once an order has been processed through customs an amendment is no longer possible.
 

Payment

Which payment methods can I choose from?

We accept credit card (VISA, Mastercard, AMEX, Cartes Bancaires/Cartes-Bleue, Discover & Diners Club International), Paypal, bank transfer, Apple Pay, Google Pay.

It looks like you charged me twice for my order, what should I do?

Do not worry if your credit card was declined when you first tried to place your order, you will see a pending transaction in your account. We do not capture funds for declined transactions, and this charge will automatically drop off your statement within a few business days.

Please contact your bank after a few business days to confirm you have received your funds back. If you are unsure and prefer to doublecheck, you can also contact our team and we will find out if we received more than one payment.

Claims

Can I cancel my Order ?

Certainly! If you would like to cancel your order, we can accommodate your request as long as the order has not been processed. However, once an order has been processed, it cannot be canceled or modified.

Something is missing from my order, what should I do?

We are very sorry to hear that your recent order was missing an item and we understand how frustrating this can be. We take pride in our attention to detail, and we are disappointed that we fell short in this instance.

If we made a mistake, we will send out the missing product right away. If your package was damaged or open, please contact us (info@phisupply.uswithin 5 days of delivery with the invoice/order number and a picture of the outer box so we can make further investigations.

Can I return or exchange my order?

Yes, you can return or exchange your order, provided that the products are unopened and undamaged. Please note that we can only accept returns and exchanges within 30 days from the day of delivery.

We recommend that you contact our customer care team as soon as possible to initiate the process. In this case all expenses need to be borne by the customer.

Shipping

When Can I expect my order to arrive

Depending on the choosen shipping method:

UPS Ground: 1-5 Business Days
UPS 2nd Day Air: 2 Business Days
UPS Next Day Air: 1 Business Day (next day from date of mailing, not from the date the order was placed)

How are shipping rates calculated?

The shipping costs are calculated automatically before check out and depend on the weight of your parcel and its destination. 

I did not receive my parcel, what should I do?

We're sorry to hear that you haven't received your parcel yet. We recommend tracking your parcel and contacting the responsible carrier, as they will be able to tell you where your parcel is located. 

If you did not receive your tracking information, please check your spam folder first or contact info@phisupply.us Our team is happy to assist you and will send you the tracking information.

Need Help ? Get in Touch

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