Contact information
Contact Information
Last updated: 31/05/2026
Thank you for visiting Broke to Builder.
If you have any questions about your order, shipping status, tracking information, delivery issue, return request, refund request, billing issue, damaged item, wrong item, or product information, you can contact our customer support team by email.
Customer Support Email
Please include your order number when contacting us so we can help you faster.
Response Time
We usually respond within 24–48 business hours.
Response times may be longer during weekends, holidays, high-volume periods, carrier delays, warehouse reviews, payment reviews, or when we need to investigate a shipping, return, or product issue.
We currently provide customer support by email only. This allows us to properly review order details, payment information, shipping records, tracking updates, return requests, photos, videos, and any issue related to your purchase.
Order Questions
For questions about an existing order, please include:
Your order number
The email address used at checkout
Your full name
A clear description of the issue
Screenshots, photos, or videos if relevant
This helps us review your order faster and provide the correct support.
Product Information
Broke to Builder sells physical products, including the Mischief Map Watch, locket-style watches, pocket-watch accessories, collectible items, and other physical products offered through our store.
If you have questions about the product before placing an order, you can contact us at:
Please note that product images, videos, lifestyle photos, and promotional materials are provided to show the product style, features, and general appearance. Minor differences may occur due to lighting, screen settings, photography, manufacturing batches, or normal production variations.
Shipping Questions
For questions about shipping or delivery, please include:
Your order number
The email address used at checkout
The shipping address used for the order
Your tracking number, if available
A clear explanation of the issue
Orders are normally processed within 1–3 business days.
Estimated delivery usually takes 6–10 business days after processing, depending on your location, customs processing, carrier availability, and local delivery conditions.
Delivery estimates are not guaranteed unless expressly stated at checkout.
Tracking Questions
Once your order has been shipped, you may receive a shipping confirmation email with tracking information.
Tracking updates may take a few business days to appear after the package has been handed to the carrier.
If your tracking has not updated for a few days, this does not always mean the package is lost. International shipments may have limited tracking updates while moving between carriers, countries, customs offices, or local delivery partners.
If your order appears significantly delayed, contact us at:
We will review the available tracking information and help where possible.
Incorrect Shipping Address
Customers are responsible for entering a complete and accurate shipping address at checkout.
If you entered the wrong address, contact us immediately at:
Please include:
Your order number
The incorrect address used at checkout
The correct shipping address
Your full name
The email address used at checkout
We will try to help, but we cannot guarantee that an address can be changed once the order has been processed, packed, shipped, or handed to the carrier.
We are not responsible for delays, failed delivery, lost packages, returned packages, or additional shipping costs caused by incorrect or incomplete customer information.
Package Marked as Delivered
If tracking shows that your package was delivered but you did not receive it, please first check:
Mailbox
Front door
Porch
Reception desk
Building office
Parcel locker
Neighbors
Household members
Local post office or carrier office
If the carrier confirms delivery, we may not be responsible for theft, misplacement, incorrect pickup, or loss after delivery.
However, you can contact us and we will review the case. We may request carrier confirmation, delivery proof, GPS records, delivery photo, or other shipping evidence when available.
Damaged, Defective, Wrong, or Missing Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, incomplete, or you received the wrong item, contact us within 7 days of delivery at:
Please include:
Your order number
The email address used at checkout
A clear photo or video of the issue
A photo of the full product
A photo of the packaging
A photo of the shipping label
A brief explanation of the problem
Please keep the product and packaging until the case has been reviewed, as we may need this information to investigate the issue.
Return Questions
If you want to request a return, contact us at:
Please include:
Your order number
The email address used at checkout
Your full name
Reason for the return
Photos or videos of the item if relevant
Return requests must be approved before the item is sent back.
Please do not send any item back without contacting us first. Items returned without prior approval may not be accepted, tracked, refunded, or processed.
For full details, please review our Return and Refund Policy.
Refund Questions
Refunds are reviewed according to our Return and Refund Policy.
If a refund is approved, it will be issued to the original payment method used at checkout.
Please note that banks, credit card companies, and payment providers may take additional time to process and post the refund to your account.
Unless required otherwise by applicable law, original shipping fees, priority shipping fees, express shipping fees, shipping protection, insurance, customs fees, import duties, taxes, payment processing fees, and return shipping costs may be non-refundable.
Billing Questions
For billing, payment, or duplicate charge questions, please contact us by email before opening a payment dispute.
Please include:
Your full name
Order number
Email address used at checkout
Screenshot or proof of the billing issue
A clear explanation of the problem
If a duplicate charge or payment error is confirmed, we will review the issue and provide the appropriate solution.
Customs, Duties, and Import Questions
We ship internationally where shipping service is available.
Customers are responsible for any customs duties, import taxes, VAT, brokerage fees, local taxes, clearance fees, or other charges required by their country.
These charges are not controlled by us and are not included in the product price unless clearly stated at checkout.
If your package is delayed because of customs, import review, unpaid duties, or local delivery procedures, please contact your local customs office or carrier for the fastest update.
Chargebacks and Payment Disputes
If you have an issue with your order, payment, delivery, product, return, or refund, please contact us first at:
Opening a chargeback or payment dispute does not automatically entitle you to a refund.
If a chargeback, inquiry, or payment dispute is opened, we reserve the right to submit evidence showing that the order was placed, processed, shipped, delivered, or otherwise handled according to our policies.
Evidence may include, but is not limited to:
Order confirmation
Payment confirmation
Customer email address
Billing information
Shipping address
IP address or device information where available
Tracking number
Carrier records
Delivery confirmation
Delivery photo where available
Customs records where available
Product page description
Checkout records
Shipping & Delivery Policy
Return and Refund Policy
Terms of Service
Communication with the customer
Photos or videos provided by the customer
Return/refund records
Privacy and Customer Information
Personal information submitted through our store is used to process orders, communicate with customers, provide support, verify payments, arrange shipping, review delivery issues, prevent fraud, and comply with applicable requirements.
For more details, please review our Privacy Policy.
Mandatory Consumer Rights
Nothing in this Contact Information page, our policies, or our customer support process is intended to limit, exclude, waive, or replace any mandatory consumer rights that cannot be excluded under applicable law.
If the laws of your country, state, province, or region provide rights that are more favorable to you and cannot legally be waived, those rights will apply.
Business Information
Store Name: Broke to Builder
Customer Support: cardme041@gmail.com
Contact
For all customer support inquiries, please contact:
Broke to Builder
Customer Support
cardme041@gmail.com