FAQ

How quickly will my question be answered?
We reply to messages and emails in order of receipt and respond quickly. We usually respond within 24 hours of receiving a message or email.

Can I change my delivery address after I place my order?
Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it is only possible to process address changes. If you notice an error, please email us as soon as possible with your name and order number so we can correct your package before it ships.

There is no guarantee that the change is still possible, especially once it leaves our warehouse, but we will do our best!

General Shipping Information
Our warehouse processes and ships all orders Monday through Friday (excluding major holidays). Once you place your order, it takes 1-3 days to prepare and delivery time is 5-7 days.

Will my order be delivered in one package?
Depending on the size of the order, you may receive multiple packages that arrive 1-2 business days apart.

Help! An item is sold out.
If one of your items is out of stock, we will let you know by email when we expect to ship the items. If the items are not expected to be back in stock within two weeks, we will automatically refund the purchase price for these items.

I received a damaged item, what should I do?
We are sorry that your shipment did not arrive in perfect condition! Please contact us through customer service and we will be very happy to help you.

How can I track my order?
Go to the Track my order link on the home page or in the main menu and enter your tracking number to see where your package is. If you need more help, we are always here for you.

Why isn't my tracking number working?
Often tracking numbers only work for domestic orders. If your tracking number is not working, please let us know so we can verify that your items were shipped correctly.

What can I do if something is missing or damaged on my order?
If an item you purchased is missing or damaged, please contact us immediately to resolve the problem.

We have a money-back guarantee valid for 30 days before your order is delivered, so be sure to contact us within this period. To reach us, please contact our customer service department.

What condition must the products be in to be returned?
All products must be returned in the same condition in which they were received (in their original packaging and unused). Please see the returns page for more information.

Who pays the shipping costs?
For defective products, we will pay the shipping costs. For all other returns (including complaints), we are not responsible for shipping costs.