📝 Overview
Each activity provider on Sawyer is an independently owned business with unique terms, refund policies, and cancellation policies. Whether you need to request a refund, reschedule a class, ask questions about your activity, or resolve an order issue, the best first step is to contact your provider directly. They have access to your account details and can assist with most order-related requests. This guide explains how to reach out and what topics you can discuss with them.
📞 How to Contact Your Provider
Click here to learn how to reach your activity provider
Click here to learn how to reach your activity provider
Log in to your Sawyer account at hisawyer.com
Navigate to your Orders page to view your order history
Locate the order or activity you need help with
Click the Contact Provider button on the order
A provider contact screen will appear showing the provider's email address
Click on the email address to automatically open an email composition window, or copy it to contact them separately
💡 You'll see "Contact Provider" options both at the top and bottom of the order details page for your convenience.
💬 Reasons to Contact Your Provider
Your provider can assist you with many order-related needs. You can reach out to them for:
Request a cancellation or refund
Request a transfer or enroll in a different class
Purchase additional items for the class (supplies, materials, fees, etc.)
Report your absence from an upcoming activity
Ask about class location or logistics
Pay your balance early
Cancel memberships or future recurring payments
General class questions (time, supplies needed, class size, instructor info, etc.)
Any other order-specific issues or requests
Since each provider sets their own policies and terms, they're the best resource for questions specific to their business, class policies, or your account with them.
📋 What to Expect When You Contact a Provider
Response Times
Most providers respond within 24-48 hours during business hours. Response times may vary depending on the provider's availability and how busy they are with classes. Be patient and allow time for them to reply.
Provider Independence
Remember that providers are independent businesses. They set their own:
Refund and cancellation policies
Terms and conditions
Class policies and schedules
Response communication methods
This means policies and procedures may vary from provider to provider.
📋 When to Contact Sawyer Support Instead
Most order issues should be directed to your provider first. However, you can contact Sawyer support if you:
Have issues with the Sawyer Marketplace platform itself
Need help with your Sawyer account (login, payment methods, account settings)
Have concerns about a review or community standards violation
Cannot reach your provider after multiple attempts and need assistance
For support, visit our contact page or email [email protected].
❓ Frequently Asked Questions
Find answers to common questions about getting help with your order.
How quickly will the provider respond to my message?
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Click the arrow to view the answer
Most providers respond within 24-48 hours during business hours. Response times may vary depending on the provider's availability and how busy they are with classes. If you don't hear back after 48 hours, try sending a follow-up message.
What if I can't find the Contact Provider button?
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Click the arrow to view the answer
Make sure you're logged into your Sawyer account and viewing your Orders page. The Contact Provider button appears on each order in your history. If it still doesn't appear, contact Sawyer support at [email protected] for assistance.
Can Sawyer process my refund directly?
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Refunds are handled by the activity provider, not Sawyer. Providers set their own refund policies and handle all refund requests. Contact the provider directly to request a refund. It's best to reach out as soon as possible, as providers may have specific refund windows or deadlines.
What if the provider isn't responding to my request?
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Click the arrow to view the answer
If you've made multiple attempts to contact the provider without a response over several days, you can reach out to Sawyer support with details about your situation. We can help mediate or escalate your concern.
Can I cancel a class or transfer to a different time?
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Click the arrow to view the answer
Cancellations and transfers are handled by your provider. Contact them directly to discuss your options. Be aware that providers may have their own cancellation and transfer policies, and some may charge fees or have specific deadlines.
What if I have a complaint about a provider?
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If you've had a negative experience with a provider and can't resolve it directly with them, contact Sawyer support. We take feedback seriously and can help mediate disputes or concerns about provider conduct.