If these frequently asked questions do not answer your inquiry, please email us at firstname.lastname@example.org.
Q. When will my order be shipped?
Orders usually ship in 2-4 weeks from the date of purchase. We do however try to ship quicker than this estimate.
Q. How do I know if my order has been shipped?
You will automatically receive an email with tracking information once your order has shipped.
Q. I received an email with tracking information, but the carrier's website only shows that a label has been created or is in "pre-shipment." What does that mean?
This is a common issue and is due to the carrier not scanning in the package to their system when it is picked up from us. Your package may get scanned into the system at the entry of the next facility, or may be delivered without any further updates.
Q. Why does the carrier's website show that the package has been in New York for many days?
This is also a common issue due to our location (New York metropolitan area). It is a very busy hub and it takes longer than other locations for packages to move out of it. This does not mean your package is lost in transit, please be patient.
Q. My package has been shipped, but why is it taking a long time to reach me?
This is due to the ongoing COVID-19 pandemic. Please read this article from the USPS explaining the delays.
Q. I am located outside of the United States, do I have to pay additional import fees or taxes?
Your order may be subject to additional taxes and/or customs charges imposed by your country's customs office. If taxes or fees are owed to your government, you will be responsible for paying them when you receive your order. The taxes or fees are not included in the price of your order.
Q. I live outside of the United States, can you change the price of my purchase so I don't have to pay the correct import fees/taxes?
Unfortunately we can not do that.
Q. My package was stolen, can you send a replacement?
We are not liable for stolen packages. Please contact the police and file a report.
Q. What is your refund/cancellation policy?
All sales are FINAL and cannot be cancelled.
Q. My package arrived damaged, can you send another one?
We handle the delivery of damaged products on a case by case basis. Please file a report with the carrier and provide them with photos of the package, the product, and the receipt for your purchase. They may also require you to give them the item before they issue you a refund.