- Can I change the delivery address of my order?
Maybe, if it hasn’t shipped yet! We’d prefer you call us and let us know where your package should go. If the shipping price changes, we may need to adjust the billed amount. Finally, make sure the shipping address in your account is updated.
- Can I add/subtract items from the order I placed?
It is typically not possible to add to or subtract from an order. However, if you contact us very quickly after placing your order there’s a small chance we can makes changes to your order if hasn’t yet been prepared for shipment. The fastest way to get in touch is by telephone. If you are adding items, we will create an add-on order and ask that you login to your account and finalize payment for the additional items.
- My package arrived damaged, what should I do?
Oh no! That happens sometimes. We’ll file a claim for you; no need to do it yourself! In order to get a replacement on its way, please email us at firstname.lastname@example.org with your order number and a brief description of the damages. If convenient, please snap a couple photos of the damaged items (and any damaged packaging) and include those in the email—this will help us with our Fedex/USPS claims! With that, we’ll send out a replacement to you and handle the damage claim with FedEx or USPS.
- Why can’t I add a backordered item to my order and have you send it later?
At present, we are not offering backorder service.
- When will I be notified of my shipment tracking number?
Our system emails out tracking numbers when your package, as they say in the shipping biz, “hits the mailstream.” However, quite often these emails end up in the spam or junk mailboxes, so make sure to check ‘em out! Add email@example.com to your address book and those emails are less likely to be marked as spam.
- How long should I expect for delivery?
Typically, orders are shipped out within 1-3 business days and can take 3-7 days in transit (depends on distance). This adds up to about 3-10 business days. If there are other circumstances affecting delivery time, we’ll try to notify you. We don’t yet offer an expedited or overnight service.
- My shipping info says the product was delivered, but I don’t have it?
That doesn’t sound right! To let us know, please log-in using the form above. Once you’re logged-in, click the button above to “Inquire About A Specific Order” and fill out the form. We’ll respond by email and sort things out!
- What carrier do you use for shipping?
We use a variety of carriers, including DHL, FedEx or USPS. It depends on what’s in your order and where you are. Orders to APO and military addresses usually ship USPS.
- Do you ship to Alaska or Hawaii?
Yes, but there will likely be an additional shipping charge. In the checkout, once you add in your state and zip code, the shipping amount will automatically update on the right-hand side of the checkout.
- Do you ship to Canada?
We have temporarily suspended international shipping until we are able to obtain better rates for our customers.
- Do you ship internationally?
We have temporarily suspended international shipping until we are able to obtain better rates for our customers. We are working to add countries as quickly as we can. Please join our newsletter for announcements.
- Do you ship to APO?
Yes. Please make sure to select the correct state (AA, AE, AP) upon checkout.
- When will my card be charged?
The moment you place your order, your card will be charged.
- Can I return my order?
Yes, first log-in using the form above. Once you’re logged-in, click the button above to “Inquire About A Specific Order” and fill out the form. We’ll respond by e-mail.
- I can’t log into my account. What do I need to do?
Try clicking “forgot password” and the system will email you a link to reset your password. If after trying various emails or usernames you still can’t login, try searching for an old order confirmation email in your inbox—the email to which that confirmation was sent ought to match your login. If that doesn’t work, you may have placed previous orders as a guest and never created an account—in this case you won’t be able to log in to an account because you don’t have one. Next time you place an order, make sure “create an account” is checked.
Still have unanswered questions? Contact us.