FAQS

Shipping FAQs

Order tracking

How do I track my order?


You can check the status of your order by clicking HERE. You will also receive a confirmation email once your order has shipped. Orders placed before 12 PM PST (Monday-Friday) will ship the same day*. Otherwise, it will ship on the next business day. Orders are processed 5 days a week, excluding weekends and holidays.





Shipping rates and delivery times

What are your shipping rates and delivery times?


Orders placed before 12 PM PST (Mon-Fri) will ship the same day*. Otherwise, it will ship out the next business day. Once shipped, you will receive your order based on the shipping method you selected upon checkout. Orders are processed 5 days a week, excluding weekends and holidays.




Do you ship out orders over the weekend?


No, orders placed before 12 PM PST (Monday-Friday) will ship the same day*. Otherwise, it will ship out the next business day. Once shipped, you will receive your order based on the shipping method you selected upon checkout. Orders are processed 5 days a week, excluding weekends and holidays.





International deliveries

Import Tax & Duty Fees (International Customers)


Customers are responsible for any import or tax duties that may occur upon final delivery. Because taxes and duties are required by your country and collected by the mail carrier, we would have no control over these charges. When we ship out our orders we do our best to reduce the value of the order without breaking any rules to reduce the amount of duties and taxes to help out our customers.




Do you ship to my country?


We currently ship to most countries that accept USPS, UPS, DHL, and FedEx. If you do not see your country as an option below, during checkout or on our unavailable country list, please contact us, and we will look into it for you.




What countries do you not offer shipping to?


Please reference the list below for all countries that we currently do not ship to. Algeria Angola Brunei Cambodia Cameroon Central African Republic Chad Congo Cuba Equatorial Guinea Ghana Guinea-Bissau Honduras Iran Jamaica Johnston
Island Kiribati Laos Lebanon Liberia Libya Madagascar Mayotte Mauritius Mongolia Morocco Myanmar Nauru Niger Niue North Korea Panama Papua New Guinea Saint Pierre Et Miquelon Samoa Sao Tome & Principe Seychelles Sierra Leone Solomon Islands Somalia St. Helena Sudan Syria Tajikistan Timor-Leste Tokelau Tunisia Turkmenistan Turks & Caicos Tuvalu Vanuatu Wake Islands Yemen





Shipping issues

Why does my tracking number say "not found"?


Tracking numbers can take 1-2 business days to update online. You can see real-time updates by logging into your account or by clicking on Track My Order. If you do not see any activity on your tracking number after 2 business days, please email us or click on the chat icon on the lower-right corner of the screen and we'll investigate further for you.




What should I do if my shipping is delayed by the mail carrier?


If your package is taking longer to be delivered than the shipping method selected during checking out, please contact our support team for further assistance. Please reference this LINK for more information about our shipping methods and their estimated delivery times.




My tracking information says my order has been marked delivered, but I have not received it. What should I do?


Depending on the mail carrier and their operations it's possible for tracking information to display a 'Delivered' status 1-2 days before actual delivery. When something like this occurs, we recommend taking these precautionary steps to confirm the status of your package: Look for a notice of attempted delivery Look around the delivery location for your package See if someone else accepted the delivery (friend, family member, roommate, neighbor, office manager, etc.) Contact your local post office to see if they still have your package Wait 1-2 days to see if your package gets delivered later by the mail carrier. After you've taken the precautions listed above and are still unable to locate your package, please email us or click on the chat icon on the lower-right corner of the screen and provide us with your order number so that we may resolve the situation.




My package was lost. What now?


Just like anything else, mail carriers are not 100% accurate. Please confirm the shipping address on your order is correct. Then please go through these precautions to confirm the status of your package: Look for a "notice of attempted delivery" that is frequently left on your front door or mailbox and follow the directions on the notice. Look around the delivery location for your package (mailbox, porch, front door, back yard) See if someone else accepted the delivery (family members or neighbors) Sometimes packages may say delivered up to 1 business day before arrival. If you think your package is lost please contact us




What should I do if my tracking information says 'Return to Sender'?


On rare occasions, packages can be returned by the postal carrier for any of the following reasons: Unclaimed Denied Due to Customs Charges Incomplete/Insufficient Address Damaged Shipping Label During Transit Damaged Package During Transit Undeliverable as Addressed Prohibited Import / Denied Entry by Customs Addressee Moved WHAT WE CAN DO Issue a Reshipment to the exact same shipping address Issue Refund back to the original form of payment Issue Store Credit - you may then place a new order with any changes to your cart or shipping address updates needed. If you ever see your tracking information update with a 'Return to Sender' status please reach out to us right away for further assistance. You may email us or chat with us by clicking on the icon on the lower right corner of the screen and provide us with your order number to resolve the situation!





FAQs

Do you ship to APO/FPO addresses and PO boxes?


Yes, we ship to PO boxes and APO/FPO addresses. Orders shipped to these addresses will ship via USPS Mail service.




Do you offer free shipping?


Yes, we do! We offer free standard shipping on all U.S. orders over $75 and Canadian orders over $120 USD* *USA Domestic: To qualify for free shipping your order total must be a minimum of $75 USD before taxes and after any discounts are applied. Our free shipping promotion is also only valid for ground/standard shipping. *Canadian: To qualify for free shipping your order total must be a minimum of $120 USD before taxes and after any discounts are applied. Our free shipping promotion is only valid for ground/standard shipping.




What shipping carriers do you use? Do I need to sign for my package?


We currently ship orders with USPS, UPS, DHL, and FedEx. Under normal circumstances, you do not need to sign for your package. The delivery person will leave your package in your mailbox, on your doorstep, or with your building’s concierge.




Can I upgrade my shipping speed after my order is placed?


Once an order is placed, we are unable to make any changes to that order. This includes upgrading or downgrading shipping options. If you need to cancel your order, you can call us within 1 hour of placing your order so we can try canceling it for you. If your order has already entered the shipping process, unfortunately, we are unable to grant your cancellation request.




How do I refuse an order?


we completely understand how life can be ever-changing. If an order ships and you find yourself no longer needing you are more than welcome to refuse a package to have it sent back to our facility for a refund or store credit. Please follow the steps below to refuse a package. Receive the package, and do not open it. With a permanent marker/pen, write "REFUSED - RETURN TO SENDER" near (not on) the label. Go to an in-store USPS or FedEx facility (depending on the mail carrier), and drop off the package with an associate. Obtain a Drop-Off receipt from this associate as proof of your return. Take a picture of the drop-off receipt. Email us the photo with the subject titled " Order # - Refused Package" Include information in the body of the email indicating the refused package for a refund or store credit. Receive your Refund or Store Credit notification email within 1 business day.