FAQ

Getting your order from our warehouse to your door involves a few key steps, and knowing what to expect at each stage can make the process smoother. This guide walks through the essentials, from account setup to refunds, so you can find the information you need quickly.

Before You Order

You don’t need to create an account to shop with us. Guest checkout is always available. However, setting up an account unlocks a few conveniences: a faster checkout process, the ability to easily review your order status and history, and updates about new releases and special promotions. If you already have an account but can’t recall your password, the login page includes a “Lost password?” link that takes you to a page where you can create a new one.

Placing & Managing Your Order

Once an order is placed, modifications are limited. If you entered the wrong email address, name, or address, reach out to us at [email protected] and we can update those contact details. The order itself, however, cannot be changed.

Discount codes are subject to a few rules. Promotion and discount codes cannot be combined with other promotions or discounts unless a specific offer explicitly states otherwise.

If you need to cancel, timing matters. Orders that have already been packed or shipped cannot be canceled. For any other cancellation, a fee of 30% of the total price applies. This fee covers the merchant processor charges we incur for cancellations, regardless of how quickly the cancellation is requested after the order is placed. We also reserve the right to accept or decline any order, or part of an order, at any time after it’s received, even after you see an order confirmation or after a credit card is authorized. If we cancel an order after authorization, a credit is issued to the original payment method.

Payment & Security

All transactions are processed in US Dollars. If your card uses a different currency, the final total is calculated using the daily exchange rate on the date your card issuer processes the transaction.

We accept VISA, Mastercard, AMEX, and PayPal. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

When you make a purchase, your information is entered on an SSL-secure web page. It is then SSL-encrypted and sent directly to our credit card provider’s network for authorization and approval. Your credit card information is not stored on our servers.

Shipping & Customs

All orders are handled and shipped from our warehouse. During holidays and sale seasons, extra processing time is necessary. For details on available shipping methods, see our Shipping page. The delivery time depends on the shipping option you select. Tracking information is emailed to you after the order ships; you can typically expect to receive it one day after shipment.

Address accuracy is critical. All address information must be entered using the English input method. If your address contains non-English letters, substitute them with similar English ones—for example, replace “?” with “c”. A shipping address cannot be revised after the order has been processed or shipped. We recommend using a residential address rather than a vacation address, since customs hold times are unpredictable.

Prices shown on our site are tax-free in US Dollars. Import taxes, duties, and related customs fees are determined by your local customs office and are your responsibility once the order reaches its final destination. We do not cover these charges, and we are not responsible for delays caused by your country’s customs department. For further details, contact your local customs office.

Free shipping is available for orders that meet the minimum amount, but it does not apply to discounted products, sale products, or oversized and overweight products. Orders that qualify are shipped via economy shipping.

Returns & Refunds

To start a return, contact us within 30 days of receiving your order. Provide your order number and the reason for the return. Our team will review the request, and if it’s approved, you’ll receive further instructions. All returned items must be in their original condition with packaging intact. A list of final sale items is available in our Returns Policy. Return shipping fees and any other miscellaneous fees are the customer’s responsibility.

If you receive an item that is incorrect, missing, or defective, contact us within 7 days of receiving your order. Include your order number, photographs of the item, and all related references upon receiving your package. We will work to resolve the issue as quickly as possible.

Once we receive your return, processing may take up to 14 business days. We’ll send a confirmation email when the return has been processed. Refunds are credited to the original form of payment. For credit or debit card payments, the refund is sent to the card-issuing bank within 7-10 business days of receiving the returned item or cancellation request. If you haven’t seen the credit yet, contact your bank or credit card company—it may take some time for the refund to post to your account.