FAQ

Placing an order

At Superior University Shop, we specialize in offering a diverse array of high-quality products tailored to cater to your everyday needs while proudly showcasing your school spirit. Our product lineup includes a wide range of items such as bags (backpacks, tote bags, drawstring bags, and laptop bags), cups (coffee mugs, travel mugs, tumblers, and customizable cups), caps (baseball caps and adjustable caps in various colors), and pens (branded pens, executive pens, and customizable pens). Whether you’re looking for practical accessories for daily use or stylish ways to represent your alma mater, our meticulously crafted products are designed to meet your expectations and celebrate your affiliation with Superior University.

Can I return an unused and unopened item?

Yes! Our standard return policy is up to 30 days for unopened, unused product. However, if 30 days have gone by since your purchase and you feel there was some defect, issue with quality, or other concern, please come in and we will do everything in our power to ensure you are 100% satisfied.

To be eligible for a return, your item must be unused and in the same condition that you
received it (in its original packaging).

Shipping & delivery

Why can't I check out if the order value is less than the minimum amount?

We believe that it is important from a sustainability perspective that you merge your purchases so that we can send larger orders fewer times to reduce our environmental footprint.
Thank you for your understanding!

Has my order been placed?

We will send an order confirmation to the email address you provided as soon as your order has been registered in our system. Please note that it may take up to an hour for this email to be sent.
Once your order has been packaged and sent from our warehouse, you will also receive a delivery confirmation that will let you trace your parcel.

If you are unsure that your order has been placed, there are different ways to check this:

– When the order was placed, you should have arrived on a page titled “Your order”.
– An order confirmation has been sent to your specified email address. Make sure that this email has not ended up in your spam.
– You can see your order on your account. By clicking here you will be redirected to “My Page”.

I cannot order or find a product - What does this mean?

To keep our fast deliveries, you can only purchase products that are in stock. If you try to purchase more items than what we have in stock, the order will not go through and the system will automatically revert to the number of items in stock at the moment.

Can I cancel my order?

If you wish to cancel your order, contact our customer service department as soon as possible. Please give us a call for faster handling time.

In order to keep our fast delivery times, your order will be processed as soon as it has entered our system. Therefore, we can not guarantee that we can cancel your order.

Can I add a product to an order?

It is not possible to add or remove items in an existing order. However, you can make another order and we will correct the shipping cost afterwards.
Contact our customer service and we will confirm when or if the change has been made.

Can I order by phone or email?

In order to protect your privacy and personal information, we cannot place an order for you. We only accept orders made through our website.

Payment

Can I change my shipping address?

If you want to change your shipping address, please contact our customer service as soon as possible. In order to keep our fast delivery times, your order is processed as soon as it has entered our system. Once your order has been processed, we cannot make any changes. We can therefore not guarantee that we will be able to make the change for you.

What happens if my order is delayed?

We work with leading shipping suppliers to enable fast deliveries from our warehouse to your home. However, there are sometimes delays, if this happen you are more than welcome to contact our customer service for help. You can also click here to track your package.

When will my order be sent?

We strive to ship all orders from our warehouse within one business day. Please see our checkout page for shipping options and delivery times to your country.

Where is my package?

To track your order, please add your order number and the email address used when placing your order.

Once your order has been shipped from our warehouse, we will send a delivery confirmation by email with tracking number / package ID. By clicking the tracking link in the delivery confirmation, you will be directed to the tracking page where you will be able to track your parcel.

What if I have not received my order?

If you have not received your order within the promised time frame, please contact our customer service so we can resolve the issue for you. Please note that a missing parcel claim must be reported to us within 30 days from the day that you placed the order.

Return & refunds

What different forms of payment do you have?

Klarna

With Klarna we offer different payment solutions. You can read more about them directly on Klarna’s website here. If you decide to pay by invoice, it will be sent to your specified email address as soon as the shipment has left our warehouse.

PayPal

With a PayPal account, you will be able to easily pay with your e-mail address and password. If you do not already have a PayPal account, you can create it by clicking here.

If you want to read more about paying with Paypal, you can do it here.

Where is my invoice?

Your invoice is always emailed to the email address you provided at checkout. The sender is “Klarna”, which is our invoice partner. The invoice will be emailed to you once we have sent your order from our warehouse.

I am having an issue with paying at checkout.

If you experience problems with ordering on our website, it may be because you are trying to pay with a card issuer or payment method that we currently do not support. If none of these are applicable, please check with your bank to make sure your card supports international purchases.

If you have further problems, please contact our customer service.

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