Order Inquiries, Returns, and Refunds
When to Contact Bolt Versus the Merchant
Before you contact the merchant, ensure they are the right person who can help with your order. See the table below to determine whether to contact Bolt and when to reach out to the merchant.
| Bolt | Merchant |
|---|---|
| Create a Bolt Shopper account | Adjust size, quantity, color or model of item |
| Update email for Bolt Shopper account | Change shipping address |
| Update the payment method for your Bolt Shopper account | Verify shipping address |
| Change the contact name on a Bolt Shopper account | Change recipient name |
| Change the contact phone on a Bolt Shopper account | Add a gift message |
| Order review for a failed/rejected transaction | Add a gift receipt |
| Unrecognized log-in attempts to Bolt Shopper account | Change payment method |
| Delete Bolt Shopper account | Cancel an order |
| Chargeback disputes | Questions about items you ordered |
| Unable to receive SMS code | Order Tracking Information |
| Bolt Shopper account recovery | Shipping ETA |
| Order confirmation | |
| Order exchange | |
| Item returns | |
| Adding a coupon/promotional code to your order | |
| Coupon/promotional code not working | |
| Missed deadline date of coupon/promotional code | |
| Item/model out of stock | |
| Questions about other items in stock | |
| Product specifications | |
| Errors with merchant’s website | |
| Order arrived damaged | |
| Order never arrived when delivery was confirmed | |
| Received the wrong item | |
| Item missing from order | |
| Order arrived too late | |
| Order shipped to incorrect address | |
| Order invoices |
How to Contact a Merchant
For inquiries regarding orders, order confirmation, change of shipping address, changing an amount, exchanging items, tracking information or to return items, contact the merchant directly. Contact information is available on the merchant’s store, in the receipt you received via email, and in the order details page.
A merchant’s store should also include their policies, which might help answer your questions.
What to Expect
The merchant will work with you and take the appropriate action to ensure your satisfaction as a customer.
Whether the merchant will issue a refund or not depends on their store policies. Common merchant actions include the following:
- Provide product information before you purchase to ensure your satisfaction, such as offering sizing guidance or additional details not available in the product listing
- If the order has not yet shipped, update order information or cancel the order
- Resolve issues with your order such as lost packages or defective/damaged goods
- Provide information about how to return an item and whether exchange or refund options are available