Frequently Asked Questions

What is Order Processing and how long does it take?
We make the products after we receive your order mainly to reduce cost and lower the damage to the environment. Normal production time takes up to 1 weeks before we ship the items to you. The production time may vary based on days of the week, number of items in your orders, and type of the products. We will do our very best to process every order in the shortest time possible. We do process the orders every day, however we do not ship on Saturdays, Sundays and/or nationally observed US and Canadian holidays. Altogether, it may take between 2 to 4 weeks for production and delivery after placing an order. COVID-19 Update: We have worked very hard to keep the production time under 2 weeks however in rare cases, it may take up to 3 weeks. COVID-19 Update: Shipment is impacted all around the world. We are doing our best to make fast delivery, and in the USA our delivery is considerably fast, however shipping to other countries might take up to 6 weeks. 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.
Why do I see multiple shipping cost and time estimate for my order?

Orders with multiple items may be fulfilled in multiple warehouses or fulfillment centers, and shipped separately.

In that case you may need to pay separate shipping fees, and will receive multiple tracking numbers.

Do I receive a confirmation for my order?

Yes, you will receive an “Order Confirmation” email which includes purchase details, and further instructions if applicable to your order.

You will also be able to find your order details under Orders tab in your account.

I did not receive an “Order Confirmation’ email, is there any problem?

Not necessarily. Email servers may take some time to relay an email, due to network congestions, security checks, and other technical reasons.

The email may also ends up in Spam folder, make sure to whitelist domain in your email software.

Remember that you can always check your order status under your account.


How do I know that my order is in production?

When the cancellation grace period is over, we will send your order to production.

During production time, the order status will remain as “Fulfillment” under your account in Orders tab.

What is Cancel Grace Period and how long does it take?

Within 2 hours after a purchase, in case you changed your mind, you can cancel the order. After that, you will not be able to cancel and we will send the item(s) in your order to production.

How can I cancel my order?

To cancel your order, login to your account and go to Orders tab. During the Cancel Grace Period, the product is eligible for cancellation, and you will see Cancel button in front of the order.

Click the button to cancel the order. That will cancel the whole order. Note that in such case, you won’t be able to just cancel a single item in an order and the whole order is being cancelled.

We will refund you within 48 hours of cancellation.

As soon as the cancellation period has passed, the Cancel button will no longer be available, and we will not accept cancel request.

Do I receive an invoice for my purchase?

You receive “Purchase Confirmation” email when placing an order. When cancelling or returning an order, you will also receive confirmation email with details of the refund.

For all purchases made through the Website, you acknowledge and agree that purchase receipt will be provided electronically only, and paper copies of receipts may or may not be provided in the shipping.

What happens if a product is unavailable?

We apologize in advanced when an item in your order is “Out of Stock”. We know it makes inconveniences and do our best so it does not happen.

In an unlikely case that a product in your order is out of stock, we will inform you and let you decide if you would like to replace it with another product of same or better quality.

We will make full refund in case you decide to cancel the purchase.

Do I need to create an account with you to make a purchase?

Yes, for your safety and security, we DO NOT offer Guest Checkout.

During the checkout, in addition to billing and shipping details, new customers will be asked to choose a username and password. If you already have an account with us, please login with your account’s credentials before placing your order.

Under your account, you will be able to manage your orders and wishlist, track the shipment, cancel an order, request a refund, and manage your points.

Please read our Privacy Policy for details of what data we keep and how we process personal data.