FAQ

Contact us

• How do I contact you?

Can’t find the answer you’re looking for? If you need any help, please send an email to us and a member of our team will get in touch with you within 2 business days. Please note: Our customer support email is monitored Monday-Friday 9:00am-5:30pm with the exception of holidays.

• What are the hours for the customer service live chat?

Our hours for customer support line and live chat are 9AM to 5PM from Monday through Friday.

 Orders

• How do I track my order?

As soon as your order has been shipped, you will receive an email including tracking information.

• Why is my order taking so long to ship?

If your order contains any pre-order item(s), we wait until all of your items become available before we ship out the order. This is a way for us to ensure we are making less of a carbon footprint and allowing us to get all of the items to you at once. We understand the current experience isn't ideal and are actively working on a long-term solution to improve our AI forecasting model so you won’t even feel the lag!

• How do I check the status of my order?

To check the status of your order, click on “My Account” and then “My Orders”.  Select the order you wish toview by clicking “View Order” for more information.

Keeping this in mind, please double check the estimated shipping dates under each item that you’ve ordered. You can find this information in the Shipping Dates section on each item's page. This will let you know when your item is estimated to ship from our warehouse.

P.S. If your order somehow gets shipped separately and you'd like to make initiate a return, please wait until your entire order arrives. The 14-day return begins once the second half of your order is delivered.

• There is something missing/defective/not what I ordered, what should I do?

We know how frustrating this can be and always want to make sure every order is perfect! Once you receive your order, please thoroughly check the delivered items immediately. If you believe an item is missing/defective/not part of your order, please fill out and submit online return request and follow directions as instructed. (Damaged, defective, or incorrect items must be reported within 2 days of delivery. Please email us for assistance.)

• When will I receive my refund?

 After your return has been processed and returned to our facilities, please expect up to 7 days for the refund to hit your bank account. Like always, we stand on the side of overcommunicating when it comes to the important things so we will send you and email once your return package has been received and your refund is on the way to your bank account. If you haven't received an email from us within 28 days please contact us.

• Why was my order canceled?

While we make every effort to fulfill your entire order, on the rare occasion we may need to cancel one or more item(s) due to inventory availability. If we are unable to fulfill your entire order due to merchandise out of stock, you will receive a cancellation e-mail and will be refunded for the unshipped item(s).

• Discounts

Why does my discount code not work?
Many discount codes are valid in limited time only. Online offer valid on selected items. Promo codes cannot be combined with any other coupons, discounts, offers, or promotions. Discount not valid on purchases of gift cards or e-gift cards, applicable taxes, shipping and handling charges. Offer is not transferable and not valid for cash or cash equivalent. No adjustments on previous purchases. Nothing stated herein will
affect customers' legal rights.

Also, please check again to make sure you input the right code.

• Are Customs and Duties Fees included in the price of my order?

They are not. Unfortunately, we do not have a say on customs and duties fees. All Customs and Duties Fees are the responsibility of the customer to be paid upon receipt of package. The amount varies from country to country and depending on item(s) ordered. 

 We're here for you for all your concerns, seriously all of them. Don't forget, we stand on the side of overcommunicating when it comes to the important things.