Find answers to our most frequently asked questions below. If you can't find what you're looking for please contact us and we'll get in touch with 48 hours.
Promotions and coupons
You can try removing the code and reapplying it. In case that doesn't work, make sure all promotion conditions are met. This includes any of the following:
1. Being signed up for our email list.
2. The minimum order requirements have been met.
3. The coupon code is still valid.
Fulfillment and shipping
International: Orders placed for international shipping will only be shipped when all items are in stock. When your order contains back-order and/ or pre-order items, we will wait to fulfill your order until all items are in stock.
Domestic: We will ship all in-stock items by the next business day if the pre-order and/ or back-order items in your order are likely to take more than 2 weeks to arrive.
When your order has shipped, you will receive an email notification that will include a tracking number you can use to check its status. It may take up to 48 hours for the tracking information to become available.
In case you didn't receive the email, please make sure there wasn't a typo in your email associated with the order.
Yes! Shipping is subsidized for international orders (How? - We absorb the cost of shipping of your order by $5 USD). Your shipping charges will be calculated and displayed at checkout.
The customer is responsible for providing the correct address which is complete, legible and has a full country name. When possible, please translate the address into English and in Roman characters. We will not translate your address while fulfilling your order. For the purpose of preventing your package from being returned to sender due to export compliance, please refer to the following international addressing requirements.
If you do not provide a valid phone number, there will be a delay and your package may be stuck with the carrier. If either the shipping carrier or customs cannot reach you by the provided phone number, we will not be responsible for any extra costs incurred for re-shipping the package. Without your consent, your phone number will not be used for marketing purposes.
Once a shipment reaches your destination country, import duties, taxes (including VAT) and carrier charges may be incurred. The customer is responsible for these charges if they are applied.
USPS First Class Package International only offers partial tracking. Once the package is delivered to the shipping country, USPS will not be able to the track the package.
Delivery times for this shipping option can vary from 4 to 6 weeks.
Refunds, returns, and exchanges
We will cancel your order for free if your package has not been shipped. In any other case, restocking fees of $6 will be charged. The shipping charges cannot be refunded.
Customers are responsible for return shipping costs and ensuring the package is delivered safely. Returns are accepted up to 3 days after delivery if the item is unopened and in its original condition, and we will refund the full amount less shipping costs.
Returns will be processed within two to three business days.
If any of your ordered items arrive damaged, please email us immediately at firstname.lastname@example.org with your order number and a picture of the item.