These are our most Frequently Asked Questions. We hope this makes your check-out process as smooth as possible!
What is your return policy?
We will accept a return of unused merchandise in the original packaging within 14 business days of the delivery date. Refunds will be credited to the original form of payment, including gift cards and first-time purchaser coupons. Shipping and handling charges are non-refundable.
To return an item, please email email@example.com to obtain a Return Label. A flat fee of $20 to Alaska, Hawaii, Puerto Rico, Guam and the US Virgin Islands will be deducted from your refund for use of the label.
How fast are orders processed?
We process orders within 1-2 business days, then ship domestic orders via FedEx Smart Post. Canadian shipments will ship via UPS, and all other International orders will ship through Fed Ex International Economy.
What forms of payment do you take and what currency are your prices in?
Prices for all of our items are listed in US Dollars, whether you are logging in from the US, Canada, or any other country.
How long does shipping take?
We process all orders within 1-2 business days, then ship standard domestic orders via FedEx Smartpost and expedited domestic orders via FedEx.
Standard U.S. shipping takes 4-8 business days, and expedited U.S. shipping takes up to 2 business days.
Canadian orders are shipped via UPS and can take up to 10 business days to arrive.
All other International orders shipped via Fed Ex International Economy will take roughly 5 business days.
Where is my order?
For all shipped packages, we send the tracking number in an email. If you want to track your package, you can contact the carrier at fedex.com or ups.com (for Canada).
Do you ship Internationally?
Yes. We ship internationally. We ship via UPS for all Canadian orders and Fed Ex International for all other territories.
How much is shipping?
Expedited shipping is offered at an additional charge. Expedited shipping (Next Day or 2-Day) will be calculated during checkout. Because shipping costs are calculated based on the contents of your order and the location to which the order is shipping, the charges will be provided once you begin the checkout process.
Do International Shipping quotes include duties and taxes?
Handling and customs fees may apply to packages sent outside the USA. Any duties payable will be the responsibility of the customer and may need to be paid at the time of delivery. Even with NAFTA, Canadians can expect to be charged GST and Provincial Sales Taxes. Assume this will add 15% to your order.
What are your Customer Service hours and phone number?
We are always available by email, and we’ll make sure to get back to you within 24 hours. If you prefer to talk, call us Monday to Friday, 9am to 7pm, EST, excluding holidays.
How do I change my shipping address?
To change your shipping address before your order has been processed, contact customer services at firstname.lastname@example.org with all of the details. Please include your order number. We will be happy to assist you.
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