Frequently Asked Questions

Got questions? We've got answers. If you don't find what you're looking for here, feel free to reach out — we're happy to help.

Ordering & Payment

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), as well as Shop Pay, Apple Pay, and Google Pay for a fast, secure checkout experience.

Is it safe to shop on Ascend?

Absolutely. Our store is powered by Shopify, one of the world's most trusted ecommerce platforms. All transactions are encrypted and your personal information is never shared or sold.

Do you offer any discounts?

Yes! First-time shoppers can use code WELCOME26 at checkout to receive 25% off their first order. Sign up for our newsletter to stay updated on future promotions and exclusive deals.

Shipping

Where do you ship?

We ship domestically across the United States and internationally to dozens of countries worldwide. Shipping availability and rates are calculated at checkout based on your location.

How long does shipping take?

Processing typically takes 1–3 business days. Estimated delivery times are:

• United States: 7–15 business days
• International: 10–25 business days depending on destination and customs

Please note that delivery times may vary during peak seasons or due to carrier delays.

Will I receive tracking information?

Yes! Once your order ships, you'll receive a confirmation email with your tracking number so you can follow your package every step of the way.

Why is my tracking not updating?

Tracking can sometimes take 24–48 hours to update after your order ships. If it's been longer than that and you're concerned, please contact us and we'll look into it right away.

Returns & Refunds

What is your return policy?

We want you to love what you ordered. If you're not satisfied, please contact us within 30 days of receiving your order. Items must be unused and in their original packaging. Please review our full Refund Policy for complete details.

My item arrived damaged or incorrect. What do I do?

We're so sorry to hear that! Please contact us within 7 days of delivery with a photo of the item and your order number. We'll send a replacement or issue a full refund — no hassle.

How long do refunds take?

Once your return is approved, refunds are typically processed within 5–010 business days back to your original payment method.

Products

How do you select your products?

Every product in our store is hand-picked based on quality, design, and value. We work with trusted suppliers and only list items we'd be confident recommending to friends and family.

Are your products high quality?

Yes — quality is at the core of everything we do at Ascend. We carefully vet our suppliers and products before making them available in our store. If a product ever falls short of your expectations, we'll make it right.

Do you restock sold-out items?

We do our best to restock popular items. If something you love is out of stock, check back soon or contact us and we'll let you know when it's available again.

Contact Us

How can I get in touch?

We'd love to hear from you! You can reach our team through our Contact page or by emailing us directly. We aim to respond to all inquiries within 1–2 business days.

What are your customer service hours?

Our team monitors messages Monday through Friday. We do our best to respond as quickly as possible, even on weekends.