Date Created: November 22, 2018
Q) WHAT HAPPENS IF I PAID FOR ONE SPECIFIC SHIPPING OPTION AND WHEN I RECEIVE MY TRACKING IT SHOWS IT WAS SHIPPED WITH ANOTHER METHOD?
We make every effort to get the package shipped to you as soon as possible. We reserve the right to switch to a different carrier if we believe the option will be received in a faster or more efficient manner than the selected option.
Q) I PLACED AN ORDER AND I STILL HAVEN’T RECEIVED MY TRACKING INFORMATION - WHAT DO I DO?
Step 1: Did you receive your order confirmation by email? If no, then we likely didn’t receive the correct email (damn you autocorrect!) and please email us at: [email protected]
Step 2: If order confirmation was received, how long ago did you place the order? If it is within 1-3 Business Day (or 2-5 for holidays) please wait till this time has passed as it is likely still processing.
Step 3: Still nothing! Send us an email at [email protected] with your order email or order number or order name/address and we will find out! Q) My order hasn’t arrived! What do I do? Assuming shipping timeframe has passed (see above)
If tracking shows that it hasn’t arrived or there is an exception please email us at: [email protected]
Q) IT SAYS MY ORDER HAS ARRIVED BUT I DON’T HAVE IT! THIS IS VERY COMMON DURING BUSY TIMES WITH USPS AND HERE ARE SOME EXPLANATIONS AND WHAT TO DO:
Step 1: Check with other members in your household, or all around the house/mailbox as USPS will sometimes place it in odd locations.
Step 2: We find that 10% of shipment that say they are delivered are actually not even out for delivery and the mail depot scanned it delivered in error. USPS advises to wait 3-5 additional days before submitting an inquiry.
Step 3: If it still hasn't showed up - send us an email at [email protected] and we will submit an inquiry with USPS.
Step 4: We normally receive an update from USPS within a few days and if it still hasn't arrived we will start our lost package procedures.
**For express options, please email us at [email protected] as soon as it says it has arrived and we will investigate immediately
Q) ARE THERE ANY INTERNATIONAL DUTIES OR TAXES ON MY ORDER?
We ship from Canada & the United States so all customers in Canada & USA will have no duties or additional fees on their order. In Canada, there will be sales tax and in the state of California there will be sales tax that will be confirmed at checkout. For all other countries, duties/taxes/import fees are NOT included in the item price OR the shipping cost. These are the responsibility of the buyer and also please check with your countries customs office to make sure item can be imported.
Special note for UK/Europe customers: All packages will be subject to customs clearance and please make sure to track package once it enters the country if the customs department requires more information. Each country varies in their taxes/duty/fees but we recommend to assume that they will charge at least 25% (plus additional clearance fees) on the order value before they make the final delivery.
Q) DO YOU SHIP TO MY COUNTRY?
We ship to almost every country but we advise that the following countries we don’t ship to: Italy, Nigeria, Mexico, Saudi Arabia, Russia ***These countries require special permits that are not always known to the customer and will likely result in a returned package*** Q) Can I change the address/cancel my order/modify my order?
We advise to contact us immediately at [email protected] as normally orders can start processing within 30 minutes of receipt. If possible, we will update but we cannot guarantee this.
Q) I RECEIVED MY ORDER AND SOMETHING IS MISSING - WHAT DO I DO?
Yikes! We are so sorry for this! Please email us at: [email protected] and put your order # in the subject and tell us what is missing and we will get it fixed right away.
Q) I RECEIVED MY ORDER AND SOMETHING IS BROKEN AND/OR DEFECTIVE - WHAT DO I DO?
If you have received an item that is broken please send a photo of the broken item with your order number to: [email protected]
Q) I WANT TO RETURN/EXCHANGE MY ORDER, WHO CAN I CONTACT?
If you would like to submit a return or exchange, please send your order number to: [email protected]. Shipping and handling fees are not refundable. Any amounts refunded will not include shipping and handling costs.