Three things that get you a faster answer
Include these and we can usually sort it out in a single reply.
-
01
Your order number
It's at the top of your confirmation email. Without it we're searching blind.
-
02
The email you checked out with
If you're writing from a different address, tell us — otherwise we can't match you to the order.
-
03
Photos, if something arrived damaged or looks off
The form above can't take attachments. Email them to support@tryatrani.com instead. If you received the wrong item, send three shots from three different angles — that's what lets us expedite a replacement.
VIP Club members
Managing or cancelling your membership takes a minute. Three ways to do it, whichever suits you.
-
01
Your membership page
Do it yourself, any hour of the day. Manage your membership →
-
02
Email or the form above
Write to support@tryatrani.com from the address you signed up with and say you'd like to cancel. No questions, no runaround.
-
03
Phone
Call 1-888-631-7666, Mon–Fri 9–5 ET. Have your order number or sign-up email ready and we'll close it out on the call.
Quick answers
These come up the most. If yours is here, you may not need to write at all.
Where's my order?
We dispatch in 1–5 business days. After that, delivery runs 7–20 business days in the US and 10–25 business days internationally. Track your order →
If it's been more than 5 business days and you have no tracking number, check your junk and spam folders first — that's where it is most of the time. Still nothing, write to us.
My tracking hasn't updated in days.
That's normal more often than it looks. Some packages only get their first scan when they reach a regional hub near you, and during busy periods that can be most of the way through the journey. Some Standard International shipments aren't trackable at all.
If you're past 20 business days (US) or 25 (international) with no movement, give it another 5 business days — most arrive right around then. Past 30 (US) or 35 (international), write to us and we'll open an investigation and come back to you within 2–5 business days.
It says delivered but I don't have it.
Contact your local post office with the tracking number. Once a carrier marks a parcel delivered, they hold the record of where it was left, and that's the only way to trace it.
This is also the one case our free-replacement rule doesn't cover, so the post office really is the right first call.
I need to change or cancel my order.
Reach us within 12 hours of ordering, by email or on 1-888-631-7666. That's the window — after that the order is usually already moving through fulfilment and we can't pull it back.
If you're near the end of the 12 hours, call. It's quicker than waiting on a reply.
How do I cancel my VIP Club membership?
On your membership page, by email, or by phone on 1-888-631-7666. All three work the same, pick whichever is easiest.
Cancel before your next renewal date so you aren't billed for another cycle. If you're unsure when that falls, ask us and we'll tell you.
Can I return this?
All sales are final, so we can't take a return for change of mind or fit. That's why we put full measurements and details on every product page — read them before you order, and ask us if anything is unclear.
Two things we do replace free: we sent you a genuinely different item than the one pictured, or your order never arrived after 30 days. Full refund policy →
You sent the wrong item.
Email us three photos from three different angles and we'll create a replacement at the same shipping speed you originally paid for. You don't need to send the wrong item back.
To be clear about what counts: a dress arriving instead of shoes is a wrong item. A jacket that fits smaller than you expected, or a weighted plushie that feels lighter than you imagined, isn't — those come down to the product details on the page.
I'm not sure which one to buy.
Ask before you order, not after. Send us the two products you're deciding between and what you need it for, and we'll tell you straight — including if the answer is neither.
We'd rather you asked than guessed.
Reach out any time, before you buy or long after. Email support@tryatrani.com or call 1-888-631-7666.
Everything else lives in the Help Center.
— The ATRANI Support Team
Customer Care
Talk to a real person.
Tell us what's going on. The more detail you give us, the fewer times we have to write back.