Common Questions

I forgot my username, how can I access my account?

You can use your email address in your account as your username.

I forgot my password, what should I do?

On our website and on the login page, we provided you with a feature to reset your password. Simply follow the instruction and you are all set.

Important Note: We never share your password via email, if you forgot your password, use the “Forgot Password” feature on the website to reset it.

What countries do you ship to?

You can buy our products if your billing address is in one of the following countries:

United States
Czech Republic
New Zealand
United Kingdom

We update the list regularly as we expand to more countries.

Note that limited items may not be available in some of the above countries. On the cart page, you will be notified if we are shipping to your country when shipping option is available otherwise you will see “shipping not available” message or no shipping option will be displayed.

COVID-19 Update: Due to the pandemic which caused very long delivery time, we advice our customers in the following countries to be aware of a possible long delivery time: Australia, Canada, Iceland, Ireland, Italy, Netherlands, Portugal, Spain, and Switzerland.
Delivery time is changing frequently and we are closely monitoring the situation, and make an update to the list of countries that we ship to.
COVID-19 Update: Until further notice, we do not ship to Canada due to a extremely long delivery time. We are monitoring the situation and will make sales available in Canada upon seeing an improvement.
Will I receive tracking number?

We provide tracking for 99% orders.

Tracking details will be provided to you in “Shipping Notification” email once your product is shipped.

You can also check the details of delivery tracking under your account page.

Please note that orders may be split across multiple shipments, and each individual product may be shipped from different fulfillment centers across the globe. In such case, you may receive multiple tracking numbers.

Along with the tracking number, we provide you with a URL to track your order online.

Are there any delivery limitations?

Yes, currently, we do not deliver to hotels, APO/FPO/DPO addresses, Puerto Rico, and US territories, as well as freight companies.

We will cancel orders that are placed to the such addresses. However, in case we miss that and your order goes through production but does not arrive, we will not accept any responsibility.

What if I entered incorrect shipping address during purchase?

If you provide an incorrect shipping address on the checkout, you need to take action to correct it WITHIN 4 HOURS after placing the order, otherwise it may be returned to our warehouse, or never arrives.

You will be liable for reshipment costs once we have confirmed an updated address with you, if and as applicable.

Please always double check the shipping address before placing an order. If you have created an account, make sure to always keep your shipping and billing addresses up to date under your profile to avoid any inconveniences.

While we go beyond and above to keep our customers happy, we won’t be able to correct the shipping address after the deadlines passed of placing orders and can not accept any responsibilities for any misdelivered shipments or losses due to customer’s errors.

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