Help & FAQ
Can’t find your answer? Email shop@itemtrail.com with your order number (if you have one) and we’ll reply within 2 business days.
Orders & delivery
How long does delivery take?
We process orders in 1–3 business days. Delivery then takes 7–15 business days for most destinations. Shipping is always free and tracked. See Shipping & Delivery.
How do I track my order?
When your order ships, we email you the tracking number and link. You can also enter your order number and email on Track your order. If you have an account, go to My account → Orders.
My tracking hasn’t updated. Is something wrong?
Probably not. New tracking numbers can take 3–5 business days to show the first scan, and updates can pause while a parcel moves between countries. If there’s no update for 10 days, contact us and we’ll chase it.
Why did my order arrive in several parcels?
Each item ships from the partner warehouse that stocks it, so larger orders can arrive separately. Each parcel has its own tracking number.
Can I change or cancel my order?
Yes, if you email us within 12 hours of ordering and before the order has shipped. After that, you can return it instead.
Will I pay customs or import tax?
Some countries charge import VAT, duties or a carrier fee on arrival, including the EU and UK. These are set locally and paid by the recipient, unless checkout shows them as included.
Returns & refunds
Can I return something?
Yes, within 30 days of delivery, as long as it’s unused and in its original packaging. Email us first so we can give you the correct return address. See Returns & Refunds for the steps.
My item arrived damaged or isn’t what I ordered.
Sorry about that. Email us a photo with your order number and we’ll send a replacement or a full refund. You usually won’t need to send anything back.
When will I get my refund?
We process refunds within 14 days of receiving your return, to your original payment method. Your bank may take another 5–10 business days to show it.
Payment
How can I pay?
You can pay by credit or debit card, including Apple Pay and Google Pay where your device supports them. These payments are processed securely by Stripe. You can also use PayPal where it’s shown at checkout. We never see or store your full card number. You’re charged when you place your order, in USD. Your bank may convert the amount to your currency.
Do you have discount codes?
Visitors arriving from Reveal sometimes get explorer perks, which are applied automatically at checkout. Only one code can be used per order.
Your account
Do I need an account to order?
No. You can check out as a guest and track your order with your order number and email. An account saves your addresses and keeps every order and tracking number in one place.
How do I create an account?
Tick “Create an account” at checkout, or register with your email on My account. We’ll email you a link to set your password.
What can I do in My account?
- Orders: see each order’s status and open it to find the tracking number and link.
- Addresses: save or change your shipping and billing addresses for next time. This doesn’t change orders you’ve already placed. For those, email us.
- Account details: change your name, email address or password.
- Log out: always log out when you use a shared device.
I forgot my password.
On My account, click “Lost your password?” and enter your email. You’ll get a reset link. If it doesn’t arrive in a few minutes, check your spam folder.
How do I delete my account?
Email shop@itemtrail.com from the address on your account and we’ll delete it. We have to keep order and invoice records for as long as tax law requires. See the Privacy Policy.
Your data
How do I get a copy of my data, or have it erased?
Email us and we’ll confirm the request by email, then send you an export or erase your data. We do this within one month, as required under the GDPR. Our Privacy Policy explains what we collect and who we share it with.
What is Reveal?
Reveal is a storytelling app about the places around you. We pick gear that makes exploring those places easier. See Explore with Reveal.