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 for the shipment, if you have it (from your [email protected] shipping email, or open Shipment History on the web or Your Journal Shipments in the iOS app and use the Track link)
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 members receive journals automatically (one a month on a monthly plan, or as the Anchor Journal Bundle, a 3-pack that ships once a quarter, 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've just started with Activation, all three journals in your 3-pack ship at once as soon as you enroll, free to the 33 countries we ship to (see Where Does ENCODED Ship the Anchor Journal? for the full list). If you're outside those countries, the training runs digital-only with your own notebook. 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. You can also follow every shipment in the app, with a live status and a Track link: open Shipment History on the web or Your Journal Shipments in the iOS app. If a shipment shows Exception or On Hold, email us and we'll look into it.
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.