FAQ

We’ve organized this page to follow the typical path of a purchase, from the moment you start browsing all the way through to returns and refunds. The goal is to give you clear, helpful information at each stage so you always know what to expect.

Before You Order

You don’t need to create an account to shop with us. Guest checkout is always available. That said, having an account unlocks a few conveniences: a faster checkout, easy access to your order status and history, and updates about new releases and special promotions.

If you ever forget your password, the login page includes a “Lost password?” link. Clicking it will take you to a screen where you can set a new one.

All prices and transactions on our site are in US Dollars. When your credit card uses a different currency, the final amount charged is determined by the daily exchange rate on the day your card issuer processes the transaction.

Placing & Paying for Your Order

We accept VISA, Mastercard, AMEX, and PayPal. Personal checks, money orders, direct bank transfers, debit card payments, and cash on delivery are not accepted.

When you pay by credit card online, your information is entered on an SSL-secure page. It is then SSL-encrypted and sent directly to our credit card provider’s network for authorization and approval. Your credit card details are never stored on our servers.

Promotion and discount codes cannot be combined with other promotions or discounts unless the terms of a specific offer explicitly say otherwise.

After Your Order is Placed

We may accept or decline an order at any point after we receive it, even if you’ve already seen an order confirmation or the credit card has been authorized. If we cancel an order after authorization, a credit will be issued to the original payment method.

If you decide to cancel after placing an order, a cancellation fee of 30% of the Total Price applies. This fee is charged regardless of how quickly you cancel—even if only a moment has passed—because the merchant processor and credit card network charge us a fee for cancellations. Once an order has been packed or shipped, it can no longer be canceled.

If you realize you entered the wrong email address, reach out to us. We can update your email, name, and address on file, but we cannot modify the order itself.

All address information must be entered using the English input method. If your address contains non-English letters, please replace them with the closest English equivalents (for example, “?” becomes “c”).

Your shipping address cannot be changed after the order has been processed or shipped. We recommend using a residential address rather than a vacation address, since we cannot predict how long a package might be held by your local customs department.

Receiving Your Shipment

All orders are handled and shipped from our warehouse. During holidays and sale seasons, please allow extra processing time.

For details on available shipping methods, please see our Shippings page.

Delivery time depends on the shipping option you select. Tracking information is emailed the day after your order ships, as it typically becomes available 24 hours after shipment. We are not responsible for delays caused by customs in your country. You can expect to receive your tracking number one day after the order has shipped.

Free shipping is available on orders that meet the minimum purchase amount, but discounted items, sale items, and oversized or overweight products are excluded. Orders that qualify for free shipping are sent via economy shipping.

The prices shown on our site are tax-free in US Dollars. When your order reaches its destination, you may be charged import taxes, duties, and related customs fees. These charges are set by your local customs office and are your responsibility. We do not cover them, and we are not responsible for delays caused by the customs process. For more information about potential charges, please contact your local customs office directly.

If Something Goes Wrong

If any items are missing from your order, please contact us immediately.

For merchandise that arrives defective, incorrect, or damaged, you must contact us within 7 days of receiving your order. Please include your order number, photographs of the item or items, and any other relevant references from when you received the package. We will work to resolve the situation as quickly as we can.

Returns & Refunds

If you’re not satisfied with your purchase and want to return an item, you must contact us within 15 days of receiving your order. Provide your order number and the reason for the return. Our customer service team will review your request and, if it’s approved, send you further instructions. All returned items must be in their original condition with packaging intact. For a list of final sale items, please refer to our Returns Policy.

Return shipping fees and any other miscellaneous costs are the customer’s responsibility.

Once we receive your return, processing may take up to 14 business days. We will send you a confirmation email when the return has been processed.

Refunds are credited to your original form of payment. For credit or debit card payments, the refund is sent to the card-issuing bank within 7-10 business days of the day we receive the returned item or the cancellation request. The time it takes for the credit to appear on your account depends on your bank—please contact your card-issuing bank for details on their posting timeline. If you haven’t seen the credit yet, reaching out to your bank or credit card company is the best next step; it can sometimes take a little while for the refund to be posted.

If you run into a situation that isn’t covered here, please email us at [email protected] and we’ll help you out.