Support
Reaching us
Two ways to reach a person - about an order, a delivery, your balance, your account, or anything on this site. Both land with the same people. Use whichever suits you.
- support@dripdrops.co
- In-app chat
- In the app, under Account → Support
- Hours
- Monday to Friday, 10am–5pm Eastern
- Response
- 1–14 days
Both channels are read during those hours. Anything arriving outside them waits for the next working day. Write in whenever it suits you - nothing is lost overnight or over a weekend, it simply sits until someone is at a desk.
Help with an order
If your question is about a specific order, replying to your order email is the quickest route - it reaches us with the order already attached. Otherwise write in or open a chat and tell us which piece.
How long to wait
A shipment leaves us 3–5 days after you ask for it, then spends 2–7 days with the carrier. Taken together, a parcel normally arrives within 5 to 12 days of your request. Once it is moving, tracking is the better guide.
Wait until day 12, then tell us. Before that a parcel is usually just in transit, and there is nothing for a carrier to act on. After that, do not sit on it. The windows below come from the terms, and meeting them is what lets us claim against the carrier on your behalf.
A parcel that has not arrived
Tell us within 7 days of the expected delivery date. Before you do, check the tracking and check the delivery address on your account, then look wherever your building leaves parcels - most of them are found there. Shipments travel by insured courier, and a piece with a fair market value of $500 or more needs a signature on delivery, so a parcel marked delivered that nobody signed for is worth telling us about straight away. If one is genuinely lost, we pursue the claim and make you whole.
A parcel that arrived damaged
Tell us within 7 days of delivery, with photographs. The same window covers a piece that is not the piece you were shown. Keep the packaging until we have finished - a carrier claim usually needs it, and we cannot ask for it back once it is gone. We will replace the piece, credit your balance, or refund it, and we will tell you which.
A parcel that was refused or came back
If a parcel is refused, or returns to us undelivered because the address was wrong or nobody claimed it, the piece is not lost. We hold it and contact you. From there you can ask us to send it again - a second attempt costs another shipping fee - or sell it back at 90% of its fair market value. Correct the address on your account before you ask us to try again.
What we will need from you
- The email address on your account, and which piece or order this is about - a reply to the order email covers both at once.
- The tracking number, if you have it to hand.
- The date it arrived, or the date it was due.
- For damage or a wrong piece: photographs of the piece, of the packaging inside and out, and of the shipping label.
- For a parcel that never arrived: whether anyone signed for it, and whether your building, desk or a neighbour takes parcels on your behalf.
Once we have all of it, we aim to decide within 7 days. If we are waiting on a carrier rather than on you, we will say so.
The shipping and returns terms themselves - fees, destinations, when risk passes, what is refundable and what is not - live on the terms page, under shipping and delivery and refunds.
Who we are
Drip Drops is a trading name. The company behind it is:
- Legal entity
- Curated Drops, LLC
- Registered in
- Delaware, United States
- Address
- 800 Third Avenue FRNT A #1084
New York, NY 10022
United States - support@dripdrops.co
That address is where formal notices go - section 24 of the terms sets out how to serve one. Everything else reaches us faster by email or chat.
Payments and security
This site is served over HTTPS. We collect every payment through Stripe. Card details go straight to Stripe from the payment sheet - we never receive, see or store a card number, and no card number reaches Drip Drops servers at any point. Stripe is certified as a PCI Service Provider Level 1, the strictest level the card networks define.
- Processor
- Stripe, Inc. - consumer terms, privacy policy
- Methods
- Credit and debit cards, and Apple Pay
- Card networks
- Visa, Mastercard, American Express, Discover
- Currency
- US dollars
Stripe processes the payment; the sale itself is ours. Stripe is not the seller and is not responsible for the boxes or pieces you buy, so anything to do with an order - a refund, a delivery, a piece that arrived wrong - comes to us, not to Stripe. What we keep and what Stripe keeps is set out in the Privacy Policy; the payment terms are in the terms.
If you think a charge is wrong, come to us first. Most problems are faster to fix directly than through a chargeback, and we would rather fix one than argue about it.