Frequently Asked Questions

You can buy our products if your billing address is in one of the following countries: Canada United States Australia Austria Belgium Croatia Czech Republic Denmark Finland France Germany Iceland Ireland Italy Japan Luxemburg Malta Netherlands New Zealand Poland Portugal Spain Sweden Switzerland 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.

Average shipping times may vary and depends on the fulfilment centers and warehouses that the products are being shipped from, as well as your delivery address.

Orders that are shipped from our fulfilment centers in United States will be shipped via USPS, UPS, Asendia (Globegistics), FedEx, or other local courier services. Orders from our overseas suppliers will be shipped via best possible postal service that provides tracking.

• Orders that are shipped from US takes between 1 to 2 weeks to arrive.
• Orders that are shipped from our international suppliers takes between 2 to 3 weeks to arrive.

We do our best to fulfill your orders from nearest fulfillment centers to the shipping address in your order where the products are available. At checkout, we will do our best to provide you with best estimate for the shipping duration. Please note that production time is not included in that estimate.

While majority of packages will arrive on time without any concerns, there are circumstances such as natural disasters, weather, port congestions, customs clearance, etc. that are out of our control and may cause shipping delays. We cannot guarantee the exact delivery date for the same reason; we do our very best to pick the right career service, however problems with the delivery is the sole responsibility of the shipping company.

 

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.

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.

We only make the items after you place an order. That is to reduce cost and avoiding damage to the environment by reducing waste and carbon emissions.

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.

In normal circumstances, 90% of our orders are shipped within 5 business days. Some items may take up to 1 week to make due to lack of inventory. Add 1 to 3 weeks for shipping depends on the destination address.

When there are multiple items in your order, we may ship them from different fulfillment center or warehouses, and there are different shipping rates and delivery estimate for the items.

In that case, you will see the shipping details for each item in the order separately with shipping rate and duration estimate when available.

When you have multiple items in your order, as soon as an item is shipped, you will receive an email with tracking number for the item, when available.

Once all of the items in your order is processed and shipped, you will receive a “Shipping Notification” email with tracking number(s).

You can also check the order status under your account, once an order is shipped the order status changes to “Shipped”.

Please note that orders may be split across multiple shipments, and items ordered together may or may not be shipped on the same day. In the case of more than one shipment, you will receive multiple tracking codes.

As soon as you received the “Shipping Notification email, you can view your order and tracking details under your account.

Please note that orders with multiple items that are shipped from different fulfillment centers will have multiple tracking numbers.

We will provide you with a link to track your order in the “Shipping Notification” email and under your account.

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.

If you have misspelled or auto-filled your address incorrectly, WITHIN 4 HOURS after placing the order, do as instructed below.

• Log in to the account that you used to make a purchase and correct your shipping address under Address tab on your profile.
• After that, go to the “Customer Support” tab under My Account page.
• Fill out the form and let us know that you entered your shipping address incorrectly during purchase, include the Order Number in your message.
  Note that your name and email address is prepopulated in the form and you can not change it.
• Indicate that you have corrected shipping address and it is now updated and accurate under your account.

We will send a confirmation email to you to validate the request, and you have two hours to approve the request. Upon your approval, we update your shipping address in our order processing system with the updated shipping address under your account.

We consider incomplete requests as spam and will not respond, and for your security, we may suspend your account if we believe it was breached.

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.