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How long does it take to hear back on my support ticket?
How long does it take to hear back on my support ticket?
Updated over a week ago

Our teams work as quickly as they can, while also making sure each person gets the appropriate attention to address their questions or issues.

Occasionally, one of our agents may need to reach out to another team member for more information or might need to contact the merchant, so we do appreciate your patience!

During the holiday season–which is our busiest time of year–and for a few weeks afterwards there may be an increased demand for support. This may increase your wait times.

Most teams are unavailable on weekends.

Learn more about our different Customer Service teams below!

Go to your Throne Dashboard under the Orders section, found here.

Select "Help" on any item which you need assistance with.

From there, select any of the following options:


These are handled by our Returns Team. Return requests are typically reviewed within 1-3 business days.

•Learn how to Request a Return here.

Tracking & Lost Items

These are handled by the Tracking Team. Please allow at least 5-7 business days so that we can contact the merchant regarding these issues. During the holiday season, it may take up to a week for us to hear from some merchants.

•Learn how to Request Tracking here.

•Learn how to make a Lost Item Claim here.

Support/Other Tickets

These are handled by our Support Team. Outside of peak times, most support tickets are responded to within 2-3 business days.

•Learn how to contact our Support Team here.

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