Occasionally a shipment doesn't arrive the way it should — an empty box, a missing journal, a damaged cover, or fewer journals than your plan includes. If that happens, we'll make it right.
What to do
Email [email protected] and include:
The email address on your ENCODED account
A short description of the problem (empty package, damaged journal, missing items, or wrong quantity)
The tracking link from your [email protected] shipping email, if you have it
A photo of what you received, if the journal arrived damaged
Our team will look into the shipment and arrange a replacement or correction. Sharing a photo and your tracking link helps us resolve it faster.
A couple of things worth knowing
Active Core and Immersion members receive journals automatically — one a month on a monthly plan, or 3 at a time every 3 months on an annual plan — while your membership is active and in good standing, so you don't need to reorder a replacement yourself.
If you're in the 90-day program, all three journals ship at once as soon as you enrol — free to the 33 countries we ship to. If you're outside those countries, email [email protected] and we'll work out the best option with you. If your 3-pack arrives damaged or incomplete, email us and we'll replace it.
You'll always receive an automated email from [email protected] with a tracking link once a shipment leaves the warehouse.
If you'd prefer to stop physical shipments altogether, you can switch to the Digital membership and train from your own notebook.
Bottom line: if your Anchor Journal arrives damaged, empty, or incomplete, email [email protected] with your order details and a photo, and we'll sort out a replacement.