Contact
Pick the route that matches your question. Most of them get you an answer faster than writing to us would.
Before you write
Include these three and we can usually settle it in a single reply.
- Your order number. It is at the top of your order confirmation email.
- The email address you checked out with. If you are writing from a different one, say so — otherwise we cannot match you to the order.
- Photos, if the question is about the product itself. The form below cannot take attachments, so email them to support@atomcule.com instead. If something arrived wrong, three shots from three different angles is what lets us expedite a replacement.
Quick answers
If yours is here, you may not need to write at all.
My order hasn't shipped yet.
We dispatch within 1 to 5 business days. Inside that window your order is on schedule and there is nothing to do. Past the sixth business day it has already been escalated automatically — allow three further business days for an update with your tracking number. Full detail on the shipping policy.
I never got a tracking email.
Check your junk and spam folders first — shipping confirmations are filtered there routinely, and that is the answer more often than not. If it genuinely is not there, write to us and we will locate it and resend.
My tracking hasn't moved in days.
Inside the delivery window — 7 to 20 business days in the US, 10 to 25 internationally, counted from dispatch — quiet tracking is expected rather than a fault. The first scan often does not happen until your parcel reaches a regional hub near you, and some Standard International shipments are not trackable at all.
Can I get a refund?
All sales are final, so we cannot refund a change of mind. Two situations are covered by a free replacement with nothing to return: we sent a completely different product, or your order has not arrived 30 days after purchase. The refund policy sets out both.
Tracking says delivered, but nothing came.
Contact your local post office first. Once a carrier records a parcel as delivered, that carrier holds the delivery record and is the only party who can trace where it was left. Do tell us how you get on afterwards.
I'm not sure this product is right for me.
Ask before you order rather than after — because sales are final, this is the question most worth sending. Tell us what you are trying to address and we will tell you straight, including if the answer is that this is not the right product for you.