ORDERS & SHIPPING
What is the status of my order?
Once your order is processed and is on its way, an email with shipping details will be sent to you. If you have any questions on the status of your order, you can contact our customer service team by emailing email@example.com. Note that our fulfillment center only ships on business days, and we do our best to ship out orders as soon as the next business day unless there’s very high volume. Once processed, orders placed with standard shipping (FedEx SmartPost) generally take 7-10 business days to arrive to the customer. Pre-order items are charged at checkout and item(s) shipped at a later date. Further details on pre-order items will be on the product pages.
Can I change or cancel my order?
We do our best to process orders as fast as possible however, if you wish to change or cancel an order after you’ve submitted it, please contact our customer service team and we’ll do our best to find the best solution.
How long will my order take to ship and to receive?
We do our best to process orders as soon as the next business day. However during holidays or promotional periods when there’s higher order volume, we may experience delays in processing your order. Once processed, orders placed with standard shipping (FedEx SmartPost) generally take 7-10 business days to arrive to the customer and for (FedEx Ground) will generally take 5-7 business days to arrive to the customer. For expedited shipping, we offer a FedEx premium option at checkout – Express Saver which aims to deliver in three business days to most areas. For expedited shipping, make sure you place the order before 12pm PST for it to be processed in a timely manner.
Do you ship internationally?
Yes, currently we ship to the following countries: Australia, Canada, China, Denmark, Finland, France, Germany, Hong Kong, Italy, Japan, Netherlands, New Zealand, Norway, South Korea, Spain, United Kingdom . ***Please note: The cost of shipping goes towards shipping the item only and not towards any additional customs fees and/or taxes that may be charged for international delivery. The Customer is liable for any additional customs fees and taxes necessary to receive the package. If you have a question about a specific country, please contact our customer service team.
How can I contact customer service about my order?
You can contact our customer service team (Monday-Friday, 8am-4pm PST) by emailing firstname.lastname@example.org.
What is the return policy?
Unless item is damaged, or order was incorrect, please note all sales are final and may not be returned, cancelled, or exchanged. If the item is damaged, or the incorrect item was received, please email us within seven (7) days of the date your order is received at email@example.com and provide your name, order number, and describe the issue with your order. If possible, please also attach a photograph of the incorrect or damaged item received.
The item may only be returned if unused - including damaged or incorrect orders, so if you notice any issues with the order, please DO NOT USE it, and contact us immediately. If your order qualifies for a return or exchange, and you are within the United States, we will send you a prepaid shipping label for you to return the damaged or incorrect item to us. Once we receive the item(s), we will ship out the correct or replacement item(s) as soon as possible. If the item(s) are out of stock, we will ship them to you as soon as inventory is restocked.