FAQ

Frequently Asked Questions

COUPON CODE ISSUES: 

I'm having trouble placing my order at checkout. Can you assist me?

If it is easier, we can send you an invoice with your requested products. Just Contact Us Here with your order request. Your order will be created once the invoice is paid in full. Title the email: (Invoice request)

Where do I add my coupon code?

Click to proceed to checkout, and you can insert your coupon code in the upper right-hand corner.  The coupon will appear in your order details under the subtotal. Mobile devices: Show Order Summary and insert the discount codes. 

My order discount did not apply!

Sometimes technology may get in the way! If you missed the promo code entry or the price appears in error due to a promo code issue, we can apply the difference. The amount will be refunded back to you as a partial refund. Just Contact Us Here and the funds will be given back. Title the email: (Please Apply Promo Code).

TRACKING NUMBER ISSUES:

My Tracking Number is not updating? 

You may insert your tracking number with your postal carrier. Local orders & promos typically can average 8-11 business days. International orders & promos typically can average 14-21 business days.  Please allow additional processing time on public holidays and weekends. If you have just placed your order please allow time for the information to post.

United States - USPS or FedEx

United Kingdom - https://www.royalmail.com/track-your-item#/

New Zealand - https://www.nzpost.co.nz/tools/tracking

France - https://www.trackingmore.com/laposte-tracking.html

Australia - https://auspost.com.au/mypost/track/#/search 

Canada - https://www.canadapost.ca/trackweb/en#/hometo 

I haven't received an order confirmation or tracking number. Can you send it?

A tracking number is automatically sent to your email address once the shipment is processed. Once available, we can re-send this information if you Contact Us Here. Please allow additional processing time on holidays and weekends. If you are sending a gift item please consider the email that you signed up with. Otherwise, please message us to ensure that you did not make an incorrect entry or misspelling of your email address.

DAMAGED OR MISSING MERCHANDISE:

My Shipment is Damaged, what do I do?

In 99.9% of cases, items are delivered in a perfect condition, but if it happens that a product is damaged during carriage, please contact us with images of the damaged merchandise and we will replace it for you if determined unusable. For example, broken or a portion of the merchandise spilled. Images of the damaged item/s are required before a replacement is processed. 

My package was marked delivered but I never received my package. What should I do?

The very best thing to do is, immediately reach the carrier. In order for us to replace the items, we will need a claim number and see if UPS can retrieve the item/s that you did not receive. If they can not track the package we will work with you to replace the missing item/s with the support of a claim number.

REFUNDS:

How can I make a return?

Please send us a prior email notification of your request. Without prior email notification, we cannot accept returns. We do not reimburse shipping and handling charges. Also, Items returned to sender are not reimbursed for shipping and handling charges. A 20% restocking fee will be applied to the order. In addition, items canceled in transit are subject to our restocking fee at 20%.

Where is my refund?

Once we receive your return per our policy requirements, it can take anywhere between 7-14 days fully to process your order so sit tight and await a refund confirmation email from us.

I NEED TO MAKE A CHANGE TO MY ORDER:

Can I change my order?

To add to an order you will need to begin a new transaction. Note: original transactions cannot be edited.

Can I cancel my order?

To cancel an order, please Contact Us Here. Please understand that we can not guarantee cancellation once an order has shipped. In kindness, we will do our best to assist you. Unopened and unused items are eligible for refunds if it is within the refund policy timeframe.

 

I am moving, can I change my address on the order? | I provided the incorrect address, can I make a change?

If your order is shipped via USPS, you can reach them for package intercept. The information is available online and handled and covered by you. You can begin by inserting your tracking number. https://www.usps.com/manage/package-intercept.htm. Additional

 Regarding Incorrect Address Entries

In kindness, we always request address verification if your address is rejected in our system. Please understand if an incorrect address is provided and not resolved, it is returned to sender. You are eligible for a return. Unfortunately, shipping and handling costs are non-refundable. Again, I would still recommend providing your corrected address to us. Unfortunately, we cannot guarantee that the adjustment will be made in time. Please understand the merchandise and shipments are handled by our fulfillment center and carriers. For this reason, we are not able to make any guarantees once it reaches their very own systems. If needed, we will kindly check for you.

USPS

Once you receive your tracking number, we encourage you to reach USPS. In many cases, USPS is able to hold your package at your local Post Office for pick-up or have it re-routed. This is the very best recommendation that we can provide. I would still recommend providing your corrected address to us. Unfortunately, we cannot guarantee that the adjustment will be made in time. Please understand the merchandise and shipments are handled by our fulfillment center and carriers. For this reason, we are not able to make any guarantees once it reaches their very own systems. If needed, we will kindly check for you.

FEDEX To redirect a shipment while it's in transit, either you or the recipient can use one of these two options: Go to fedex.com, enter your tracking or door tag number, and select “Hold at FedEx Location.” Call 1.800.GoFedEx 1.800.463.3339. The FedEx Office location must be near the original destination area.

UPS

Follow these steps:

1. From History, highlight the shipment or tracking number for the shipment that you would like to intercept.
2. Select the Track button.
3. Select Intercept This Package or Intercept Multiple. If selecting Intercept This Package, go to Step 6. If selecting Intercept Multiple, go to Step 4. 
4. The Delivery Intercept Request Manager window will display with the tracking number(s) listed.
5. Select Submit List.
6. The Delivery Intercept page will display.
7. Select an Intercept Request Type. Choose to have UPS perform one of the following actions:
   
   
   • Return to Sender: Return the package to the shipper. 
   • Deliver to Another Address: Reroute the package to a new address. 
   • Reschedule Delivery: Hold the package for pickup by the consignee.
   • Will Call: Hold the package for pickup by the consignee.
     
     
8. When you are finished, select Next, and follow the onscreen instructions.

OTHER:

Can you send me a sample?

Unfortunately, we do not have samples for general distribution. Occasionally, we have special offers and gift with purchases.

Do you apply automatic charges on my credit card?

No, we do not have automatic subscriptions. We are strongly against that.