Contact Us

Pick Well Goods is run by a small team in Columbus, Ohio, and customer support is handled by that same team rather than an outsourced call centre. If you need help with an order, a return, a product question or anything else, email us and a person will read it. We answer every message we receive.

Customer Support Email

The fastest and most reliable way to reach us is email: support@pickwellgoods.shop. This single address covers orders, shipping, returns, refunds, product questions, wholesale enquiries and privacy requests, so you never have to guess which department to write to. We route your message internally once it arrives.

Support Hours

Monday through Friday, 9:00 AM to 6:00 PM Eastern Time. We are closed on Saturdays, Sundays and United States federal holidays. Messages sent outside those hours are queued and answered when the next business day opens, in the order received.

Our Response Commitment

We reply to every email within one business day, and most messages received before 3:00 PM Eastern are answered the same day. If your question needs input from a carrier or a supplier, we still reply within one business day to tell you the matter is open, who we have contacted and when we expect an answer, rather than leaving you waiting in silence. If you have not heard from us within two business days, please check your spam folder and then resend; occasionally a reply is filtered, and we would rather answer twice than not at all.

What to Include in Your Message

You will get a faster and more useful answer if your first email includes your order number, the email address used at checkout, and the name of the item concerned. For anything physical, such as a damaged parcel, a defective item or a part that is missing from the box, attach photographs of the item and of the outer packaging. For a return request, tell us briefly why you want to send the item back so we can work out whether the return is chargeable to us or to you under our Refund and Returns Policy.

Business Address

Pick Well Goods
1200 Grandview Avenue, Suite 210
Columbus, OH 43212
United States

This is our business and correspondence address. It is not a retail store, and it is not a returns address, so please do not send goods here. Every return has its own authorized return address, which we email you once a return is approved. Parcels sent without authorization cannot be matched to an order and may be refused at the door.

Order Status and Tracking

Before writing in about a delivery, it is worth checking the tracking link in your shipping confirmation email, or logging in at pickwellgoods.shop and opening My Account, Orders. Tracking usually takes 12 to 24 hours after dispatch to show its first scan. If the tracking has genuinely not moved for five business days, email us the order number and we will open a trace with the carrier on your behalf and keep you updated until it is resolved.

Returns and Refunds

Start a return by emailing support@pickwellgoods.shop within 30 days of delivery. The full rules, including who pays return shipping and how long refunds take to reach your card, are set out on our Refund and Returns Policy page. We review each request manually and answer with a return authorization and address within one business day.

Product and Stock Questions

If a product page does not answer your question about size, material, compatibility or care instructions, ask us. We will measure the item, check it against the manufacturer specification or tell you honestly that we do not know rather than guess. We can also tell you when an out-of-stock item is expected back, and we are happy to email you when it lands.

Wholesale, Press and Partnerships

Retailers interested in stocking our range, and writers or creators who want product information, can use the same address with “Wholesale” or “Press” in the subject line. These messages are routed to the founders and answered within two business days.

Privacy and Data Requests

Requests to access, correct or delete personal information should also be sent to support@pickwellgoods.shop from the address on your account. See our Privacy Policy for the full process and our response times, which are within 30 days and usually far sooner.

A Note on Phone Support

We deliberately do not publish a customer service phone number. With a small team, a phone line would mean long hold times and no written record of what was agreed. Email gives you a timestamped thread you can refer back to, and it gives us the order numbers and photographs we need to fix things properly the first time. If a conversation genuinely needs a call, we will arrange one by email at a time that suits you.