FAQ
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 delivery address. Can you change it? Yes, if you contact us before we pack it. If the delivery cost increases, you'll be asked to pay the difference. Once your package has been picked up by the carrier, you'll receive an email with tracking information. If your package is en-route and you want it delivered to a different address, there's a $20 fee to cover the cost of the change. If you have an account with the carrier, you can modify delivery on your own. Your delivery confirmation email contains links to the carrier's website so you can self-service your delivery.
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 up to four business days to prep your order. 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 carrier. Besides, if it turns out your package is lost or damaged, we have you covered. If you call the carrier, you're going to waste a lot of 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 package appears to be damaged, should I refuse it? No. Once you complete your purchase, the product(s) belong to you. We arrange delivery as a service to you, and the delivery carrier is responsible if damage occurs in transit. To avoid returns 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 carrier will make three attempts to deliver your package. After that, it will be returned to our fulfillment partner and subject to our Refund Policy. If you don't think someone of legal age will be present to receive your package, use the links in your order email to change your delivery date or address.
Q: I missed my delivery and it's being returned. 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 delivery fees and we charge a $15 restock fee to cover the cost of the return. 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.