To our Friends, both old and new:
It's the holiday season and for many of you that means ordering gifts for yourselves and others. A great many of you have already received your orders from ThinkGeek and we hope that you enjoy them. That said, we also understand that there are those of you who have had issues and we want to take a moment to address them and let you know we're doing everything we can to make things right.
If you have received an item that is either incorrect or broken - Our resolution team would like you to contact them at firstname.lastname@example.org. Please provide your name and order number in your email.
If your order is showing as shipped, but hasn't arrived or you haven't received a shipping notification - We recognize the urgency of the holiday season and are still working on shipping from our warehouse as quickly and efficiently as possible. Customers who were impacted by an issue we recently discovered were contacted already and we will resolve the status of their orders within the next 24 hours. If you need to make a change to your shipping information because of timing or travel plans, please contact us at with your name, order number and request at email@example.com.
For those of you who have tried to contact customer service and experienced egregious wait times - we sincerely apologize. The above listed email (firstname.lastname@example.org) exists outside of our standard customer service queue and goes directly to our escalation team. Our customer service management here at ThinkGeek HQ will contact you with a resolution within 24 hours.
In the end, we want to work with you to come to a solution that works best for you. If you have been affected by any of the challenges above, please contact us as soon as possible with your order number so that we may have the opportunity to make it right.
We know that this doesn't fix everything, but it is the first step in our plan prove to you that we are still the company that you trust us to be.