Order & Billing
How can I cancel or change my order?
We're sorry to hear that you'll be cancelling your order with us! We may be able to cancel your order for you if it hasn't been processed out yet. Please contact our Customer Support Team with your order number, and we will look into the status of the order and assist you accordingly. If your order has already been processed to ship, we will be unable to cancel your order. But no worries! You are more than welcome to return the package to us within 30 days of purchase for a full product refund. When the package arrives, please either reject the package, or mark the unopened package as "Return to Sender" and drop it off at a local post office. This will return the package back to us free of charge.
How do I check my order status?
If you created an account with us, you can log in and access your account page to see a full history of your orders since the account has been active. You can find the shipping status and tracking number from there.
Why am I seeing multiple charges on my credit card statement?
If there are multiple charges showing on your bank statement, it is most likely pending charges that should disappear within 3-5 business days. No money has actually been taken out from your account for these pending charges. However, if these multiple charges do not go away after 5 business days, please contact our Customer Support Team and we’ll be happy to assist.
Why am I experiencing an error while trying to place my order or complete the transaction?
There may be several reasons for this. If you have encountered an error while purchasing, such as "Transaction declined, gateway rejected," please try the following steps: Try using different web browser to place your order. Make sure that the billing address is correct and any unit numbers are listed exactly how it was inputted in your banking records. If you have moved within the last 5 years, it is possible it is not recognizing your new address. Please verify with your bank or credit union if they support AVS. If you are purchasing internationally, please verify with your bank or credit union if international purchases are permitted. We have found that these solutions solve a majority of our purchasing issues. If the issue is unable to be resolved, we recommend using the PayPal method of payment as it should not experience these issues.
What payment options do you accept?
The payment options that we accept are: Paypal, Credit Cards (Visa, Mastercard, Discover, and American Express) ,Debit Cards At this time, we do not accept purchase orders, cash, check or money orders, nor do we offer any sort of layaway or COD service.
Why is my discount code not working?
Please note that only one promotion or discount code can be added into the cart as only one code can be used per order. Your discount code may not work if there is already a code applied to the order. If your discount code is not working, please try clearing your browser cache or try using a different web browser. If the issue persists, please contact our Customer Support Team. We will do our best to assist you at that time!
Shipping
What are the countries you are able to ship to? Can you ship to my location?
We are able to ship to any address the United States Postal Service. You may view the available shipping methods and shipping cost estimates by adding the desired items into your Cart and entering your shipping information during the check-out process.
I entered the wrong shipping address for my order. Am I able to change it?
If your order has not yet been processed in our shipping system, we may be able to modify your shipping address for you. If your order has already been processed for shipment or is already in transit, we unfortunately are unable to modify the shipping address. We kindly recommend that you contact your local post office to arrange for a possible address change or pick-up of the package. If you are unable to receive your package, please contact our Customer Support Team and we will do our best to assist you further.
What should I do if I didn't receive my shipment?
If you think that your package is lost or delayed, please contact our Customer Support Team with your order number, and we will review the information to see how we can assist you. We want to ensure that you are able to receive and enjoy your products, and we will try our best to make that happen! In the case that a shipment has been marked as delivered but not actually received, here are a couple things you can do before contacting our team: Check with your neighbors, building management, or security to see if they may have received it on your behalf. Contact your local post office as they may be holding the package at their facility following an unsuccessful delivery attempt.
When will my order ship out?
Orders will ship out within 3 to 5 business days from the time of purchase. Please note our warehouse is closed on weekends and USPS holidays, and we are unable to ship out packages on these days. Our order cut-off time is 10:00 AM PST, so any order placed after 10:00 AM PST will be considered a next business day order. Orders that are placed on weekends or holidays will be considered a next business day order. After your order is shipped out, it usually takes about 24-48 hours for any tracking services to update. (If no updates are made on your tracking information after 48 hours, please contact our Customer Support Team for more assistance) .
Do you offer free shipping service? How much will it cost to ship my order?
We offer free standard shipping for orders over $35. For any expedited shipping options, the cost will vary depending on the carrier, shipping method, destination, and weight of the package. In order to receive an estimate of shipping costs and shipping options, you may do the following: Enter the desired item(s) into your cart. Proceed to your cart by clicking on the "Bag" icon on the top right corner of the page and clicking "View Shopping Bag." Enter your shipping information in the Cart Total section and click the "Calculate shipping" button to view the available shipping methods and costs to your destination
Return & Warranty
What should I do if I received a defective or damaged item?
We are very sorry to hear that you’ve received your item in this condition. If your item arrived defective or damaged, please contact our Customer Support Team, and we will assist you with a replacement through our Warranty Program as quick as possible!
Can I exchange my item for a different product?
We are sorry for the inconvenience as we do not have an exchange program available at this time. We kindly ask that you return the item(s) for a refund and place a brand new order with the item(s) you prefer. Please refer to our Returns Policy Page for instructions on how to return your product.
What is not covered by warranty?
Normal wear and tear of product use Misuse, lack of care, mishandling, accident, abuse or other abnormal use Use of the product other than for its intended purpose. Damage caused by improper or unauthorized repair or maintenance. Product that has been modified or altered.