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Order Status
Has my order shipped?
  All our items are handmade upon ordering so you can expect 6-8 business days before your item is shipped.  We do have a couple of exceptions and those are items ordered from our "ready to ship" page and any item you select "rush processing".  We will send you a shipped notification to the email address you provided once the item ships.
How do I change quantities or cancel an item in my order?
  Because we handmake your custom strap, we are not able to accept requests for change or cancellation after 24 hours of ordering.  You can email a request for change to support@phatstrap.com and someone will get back to you within 1 business day, usually same day.
How do I track my order?
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order. Tracking is only available if you chose a shipping method that includes tracking.  Fedex and Express International.
My order never arrived.
 
Every so often we do have packages that go missing. Please be patient with us while we investigate and try to locate your package. If you have not received your order and it's been 7 days since it's shipped (US Orders), please contact us immediately. We do purchase delivery confirmation for our protection. Items that show delivered on usps.com are NOT eligible for claims. You need to contact your local post office. If you purchased a trackable shipping method like FedEx, we will file a claim for a lost package and they will lauch an investigation. Please expect up to 5 business days to process your lost package claim. We will conctact you with a remedy or further instructions.
 
For International shipments; If you chose the economy shipping you can expect up to 28 days transit time. For the International Express mail, please contact us within 7 days of shipment if you still do not have your package.  We will begin an investigation if you selected a trackable shipping method during checkout.  Please allow up to 5 business days to resolve the lost package issue. 
An item is missing from my shipment.
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.