Frequently Asked Questions
ORDERING
Q: I ordered and forgot to use a discount code. Can you apply it? We don't apply discount codes retroactively.
Q: I placed two orders, can you combine them? Yes, if you contact us before we pack it. If not, your orders will be sent separately.
Q: I gave you the wrong shipping address. Can you change it? Yes, if you contact us before it's been shipped. If the shipping cost increases, you'll be asked to pay the difference. If it's shipped, we can reroute it to a pick up location for free. If you want it sent to a new address, there's a $20 fee to cover the cost of the change. If you have an account with the shipper, you can modify delivery on your own.
Q: I bought a pre-sale product and the description says, "All sales are final." Can I cancel it? Yes, but you'll be charged a $20 service fee.
Q: I'm trying to use multiple discount codes at once but it's not working. What gives? Only one discount code can be used per order.
DELIVERY
Q: My order arrived and it's incorrect. What should I do? If you receive your package and it's missing an item, or you receive the wrong item, contact us and include photographs of the item(s) you received, your packing slip, and the shipping label on the package. We will open an investigation to verify your claim, and work with you to resolve the situation as per our Refund Policy.
Q: My order has a tracking number but there's no delivery date. What's going on? We're packing it. It takes 4 business days for us to prep your order for shipping and we are closed on Monday and Tuesday. Hold tight. A little patience goes a long way.
Q: My order is en route but it's delayed. What should I do? Be patient. We know it's hard, but delays aren't abnormal and they almost always get sorted out by the shipper. Besides, if it turns out your package is lost or damaged, we have you covered. If you call the shipper, you're going to waste a lot of your time without getting a resolution. We do not recommend filing a claim. Only one party can file a claim, so if you do that, it prevents us from filing and being reimbursed. If you file a claim, you're responsible for resolving it.
Q: My shipment appears to be damaged, should I refuse it? No. Once you complete your purchase, the product(s) belong to you. We arrange shipping as a service to you, and the shipping provider is responsible if damage occurs in transit. To avoid return-shipping and restock fees, inconvenience and delays, you're better off accepting the package. In all likelihood, most of your products will be intact. Email us pictures of the unopened damaged box (if damage is visible upon delivery), the damaged products once you open your package, and your packing slip and we will help you resolve the situation as per our Refund Policy.
Q: How many times will you attempt to deliver my package and what should I do if no one will be there to receive it? The shipper will make two attempts to deliver your package. If you miss them, it will be redirected to a local pick-up facility and you will have five days to retrieve it. After that, it will be returned to us and subject to our Refund Policy. If you don't think someone of legal age will be present to receive your package, we recommend you contact us and we can redirect it to a local pick-up location at no charge.
Q: I missed my shipment and it's being returned to you. What are next steps? Please review our Refund Policy for full details. Assuming your shipment is returned intact, we will issue you a refund. We don't refund shipping fees and we charge a restock fee to cover the cost of return shipping. If you still want the item, the fastest way to get it is to place a new order.
Q: I have buyer's remorse so I'm about to send you a nasty email. Squeaky wheel gets the grease, right? Please don't. Take 10 deep breaths and practice some loving-kindness. We want you to have a great experience but the customer isn't always right. If you have a legitimate problem, we'll do everything we can to make it right. If you send us a disrespectful email, we reserve the right to deactivate your account.