How do I escalate a shipping or order inquiry that hasn't been resolved?

If your shipping or order inquiry hasn't been resolved, the fastest way to get it moving is to submit a support ticket through the Styku Business Portal and reference any previous emails or ticket numbers. This gives the right team member visibility and creates an official record that can be escalated internally.

Step 1: Gather Your Information Before Reaching Out

Have the following ready before you contact support:

Your original order number or RMA number (if you have one)
Dates you previously reached out and the names of anyone you spoke with
A summary of the issue — what you ordered, what happened, and what you need
Any prior email threads or ticket numbers you want to reference
Your location name and shipping address

If your inquiry relates to a consignment shipment, also have the following ready:

Photos of your packed boxes (required prior to shipment per Styku's consignment shipping policy)
Confirmation of whether Styku has acknowledged warehouse receipt of your unit — note that risk of loss, theft, or damage remains with the customer from the moment the unit leaves their possession until Styku confirms warehouse receipt
Your prepaid shipping label tracking number, if applicable

Step 2: Submit a Support Ticket Through the Business Portal

The Business Portal is the primary and most reliable way to reach support.

Log in to your Styku Business Portal account.
Navigate to the support section and complete the ticket submission form.
In the description field, clearly state that this is a follow-up on an unresolved issue.
Paste or summarize your previous correspondence, and include any prior ticket numbers or RMA numbers.
Submit the ticket.

Step 3: If You Can't Access the Portal

If you're unable to log in to the Business Portal, visit styku.com/portal to reset your password or create an account. If you still cannot access the portal, submit a support ticket through the Styku Business Portal from a colleague's account at the same business location, and include your contact information so the team can follow up with you directly.

Use a clear subject line, such as: Follow-up: Unresolved shipping issue – [your order or RMA number]
Forward any prior email threads in the same message
Include your business name, location, and a contact number

What to Expect

Styku aims to respond within 1 business day
When you escalate with a prior ticket number or email thread, the support team can review what's already happened and loop in the right person to resolve it
If hardware is being shipped to you, support can check on order or tracking status once your ticket is reviewed
Note that Styku is not responsible for carrier delays, loss, or damage that occur before confirmed warehouse receipt; escalating promptly with tracking information gives the support team the best opportunity to assist

Note on force majeure: Per Styku's Terms of Service, neither Styku nor the customer is responsible for delays caused by events outside their reasonable control, such as natural disasters, government restrictions, or internet outages. However, this exemption does not apply to payment obligations, which remain due regardless of such events.

Tips for Faster Resolution

Include as much context as possible — referencing a prior ticket or forwarding the original email thread helps the team pick up where things left off without starting from scratch
One ticket per issue — avoid submitting duplicate tickets for the same problem, as this can slow things down
Include a direct contact number — this allows the support team to reach you quickly if a phone call would resolve the issue faster than email

Additional Notes for Consignment-Related Shipping Issues

If your escalation concerns a unit sent in through the Styku Consignment Program, the following policy points may be relevant:

Inspection timeline: Styku inspects consigned units within five (5) business days of warehouse receipt.
Failed inspections: If a unit fails inspection due to missing parts, severe cosmetic damage, functional defects, or shipping damage, it will be documented with photos and returned at the customer's expense. Per Styku's consignment policy, a $150 USD return shipping fee applies. Any failed unit not reclaimed within 60 days may be disposed of by Styku without liability.
Packing damage: Damage caused by improper packing is the customer's liability. Styku requires customers to use a FedEx or UPS professional packaging service unless otherwise authorized.
Ownership: The customer retains legal ownership of a consigned unit until resale is completed.

If this resolves your issue, no further action is needed.

If the problem persists, contact support and include: your original order or RMA number, dates and details of previous contacts with Styku, the names of any Styku staff members you previously communicated with, your business name and location address, and any prior ticket numbers or forwarded email threads.

Applies to: All Styku configurations

Related Resources

Styku Consignment Program — Shipping and Packaging Requirements
Styku Consignment Program — Inspection and Acceptance
Styku Consignment Program — Ownership and Risk of Loss
Styku Consignment Program — Limitation of Liability and No Resale Guarantee
Styku Customer Terms of Service — Force Majeure