We like our customers to have all the information at the reach of their fingertips, but we are aware that you might have some extra questions and dilemmas regarding Our Products. That is why our team of professionals gathered some most common questions we get via e-mail and provided answers below. If you have something that you want to know, you will probably find it in one of the sections provided. In case you do not find the answer you are looking for, we encourage you to get in touch with us via e-mail.
Find quick answers to your questions below…
When will I be charged?
Your credit/debit card will be charged once you place your order.
Can I change the location to where an order is shipped?
Once your order is shipped out, we cannot change the shipping location. Please contact our customer service team at Contact Us.
Can I add, remove, or substitute an item in my order?
Once an order is placed the details of that order are final, including the items purchased. If there is another item that you would like to purchase, you can create a new order through the checkout process.
My item arrived damaged, what do I do?
In the rare occasion that your package is damaged when it arrives at your shipping location, rest assured that we will do all we can to help resolve the situation to your satisfaction. Please contact our customer service team at Contact Us with your full name, phone number, and order confirmation number, as well as a brief description of the issue/damaged item. Damaged items will be handled on a case-by-case basis.
How can I return my product?
You may mail back your items at your cost if the item is in their original condition. You must Contact Us first and be provided with a Return Authorization Number that will be identified on your return shipment.
Will all of my items be shipped together?
We ship all items together at one time where possible. If any items are out of stock, we will remove those items from your order and ship the remaining items. You will only be charged for the items we ship to your selected shipping location.
My order still hasn’t arrived and it says that it’s been shipped. What can I do?
The fastest way to find out where your package is to simply click on your tracking number on your order confirmation email to identify which courier your shipment is with and contact them directly. If you’re still having trouble, please contact our customer service team at Contact Us. You will receive a response within 24-48 hours during regular business hours, Monday through Friday.
Can I place my order by phone?
Yes. You can speak to one of our professional customer care agents to guide you through the phone ordering process. We do encourage our customers to place their orders directly through our online store because of the sheer convenience and the maximum level of security that our SSL encrypted website provides them.
Problem placing an order on our website?
On rare occasions, our website may be experiencing difficulties receiving orders. This could be a temporary situation outside of our control, including problems with the customer’s computer. Give it a little time and revisit the website again. Another option is to give a call at the call center, and a customer service representative will be happy to assist you in placing that order.
Did not receive your order confirmation or shipping notification?
This is usually due to a couple of factors. There may have been a typo in your email address that you submitted to us. Because our system is automated and we would not recognize the mistake to correct it, you would not receive your proper email notifications for both the order confirmation and shipping notification. Please Click Here and fill out the online form. Please include your full name and order number within the details section of the form. We will be able to email you back with all of the necessary order details and shipping details on your delivery.
If you did receive an order confirmation but not a shipping notification, please wait 24 hours to compensate for any possible email difficulty. We ship all of our orders out the same day if they are received prior to 1:00 PM Eastern Standard Time (Monday-Friday). After this designated cutoff time, we will ship the following business day. We will then notify you of your order tracking number via email confirmation.
Are you unable to track your shipment?
While you have received your shipment tracking number, the shipper hasn’t scanned your package yet. Your package has shipped and we have sent you the notification-however, it still takes the shipper a couple of hours after they pick it up from our warehouse to scan every package into their tracking system. Please allow some time before carefully re-entering the shipment tracking number in the appropriate area of our page. Please Note: USPS does not provide tracking numbers with their shipments but they do provide a shipping confirmation number. You will not be able to track USPS shipments.