Who answers fan questions about orders and shipping?
EVEN handles fan support and coordinates with the partner responsible for fulfillment or returns.
Fans can contact support@even.biz for order, shipping, access and payment questions. Fan support is available Monday through Saturday, 6 AM to 9 PM ET.
What the fan should send
Include the receipt or order number, the email or phone number used for the purchase, and a description of the issue. For damaged or incorrect goods, include a photo. Never send passwords or full payment-card details.
Who makes the decision
EVEN coordinates the support conversation. The agreed fulfillment team handles shipping, and every physical return requires partner approval. Refunds and return-shipping arrangements follow the agreement and the campaign’s policy.
Checkout responsibilities
For EVEN checkout, EVEN handles payment support and refunds under the agreement. For Shopify checkout, the partner’s store handles its payments, refunds and returns.
Artist teams should raise urgent campaign issues in their shared EVEN thread, or contact studio@even.biz for STUDIO support.
Related help
How do refunds, returns and chargebacks work? →
Who handles fulfillment and shipping? →
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