- My package is marked delivered, but I never received it.
- If your package is marked delivered, but you never received it, follow these steps: 1. Check around your home/apartment in case the postal carrier placed the package in an odd spot. 2. Ask your neighbors as they may have received your package instead. 3. Reach out to your local post office for information regarding the package. If you still cannot locate your package, please contact us at firstname.lastname@example.org.
- I haven't received a shipment notification.
- If you did not receive a shipping confirmation email, the email may have been directed to your spam folder. If it is not there, please reach out at email@example.com. as we may have the incorrect email on file. Be sure to include the ship to, your email, and any additional information that might be helpful!
- My tracking number isn’t working.
- Tracking numbers can take 1-2 days to appear in the shipping carrier's system. Occasionally, the shipping carrier can lose an order. If the tracking number is still not working within a few days, please contact the shipping carrier.
- How much does shipping cost?
- All shipping to the U.S. is Free! Outside of the U.S., shipping costs vary depending on the shipping destination and the number of items that you purchase. You can get a calculation of your exact shipping charges by adding items to your cart, proceeding to checkout, and entering your mailing address. The shipping cost will automatically update and display in your total costs.
General Shipping Questions
- Do you ship to APO/FPO/DPO Addresses?
- Yes, we can send shipments to PO Boxes and Military APO/FPO addresses. Please allow additional time for orders shipped to these addresses.
- I have a question about my order - How can I contact you?
- We’re happy to answer your questions regarding orders, order modifications, shipping, returns, or cancellations. Contact us through email at firstname.lastname@example.org.
- What do I do if there is something wrong with my order?
- Let us know! We want to help you receive the correct product in perfect condition. Reach out to our team at email@example.com. Be sure to give us as much information as possible and pictures are always helpful!
- There are item(s) missing from my order!
- Don't worry! If you are missing an item from your order, it was most likely shipped separately.
- To know if items are sent separately, refer to your shipping confirmation email. If the email displays multiple tracking numbers your order has been sent out in multiple packages and your missing item should show up soon.
- If your shipping confirmation only displays one tracking number, or if the missing item(s) should be under the tracking number received, please contact us at firstname.lastname@example.org.
- I didn't receive an order confirmation email
- If you did not receive a confirmation email, the email may have been directed to your spam folder. If it is not there, please reach out at email@example.com as we may have the incorrect email on file. Be sure to include the ship to, your email, and any additional information that might be helpful!
- How long does shipping take?
- Standard ship times for domestic orders is 5-10 days for Continental U.S. and between 2-4 weeks for Hawaii, Alaska, Guam and Puerto Rico. International orders usually take 4-6 weeks, although sometimes they may take quite a bit longer due to customs delays in the destination country.
- What method of shipping do you use?
- Our products are shipped with either DHL or USPS, depending on the facility processing the order.
- What is the security code?
Credit and debit cards have a security code located on them. For most cards, it will be a three-digit card located on the back on the right side of the signature strip. For American Express cards you will find a four-digit code printed on the front side of the card above the numbers.
- Is my credit/debit card charged as soon as I order a product?
- Yes, your charge is processed immediately. It may show up initially as an authorization to their account, and then as it is accepted it will show as a charge on their statement.
- What payment methods do you accept?
- We accept Visa, American Express, Mastercard, Discover, and PayPal. We also accept debit cards featuring the Mastercard or Visa logo.
- Are items in the same order shipped in the same package?
- Items in the same order may be shipped separately. When each item is shipped the order will be updated with the tracking information.
Cancel, Refund, or Change Orders
- Can I change or cancel my order?
- The production process starts quickly. We will do our best to accommodate any changes to your order before production has started. Changes to the address or to the email registered to the order can be made directly in your online receipt until the production of the order starts.
- How long does a refund or exchange take to process?
- Please give your refund/exchange 7-14 days to get back to you. Once we have your item, we’ll send the refund or exchange your way.
- What is your return policy?
- If there's an issue with your product, please email us at firstname.lastname@example.org
Photo(s) of the affected package and items(s).
- Your order number and/or the email address registered to the order.
- More details about the package that are relevant.