Frequently Asked Questions
- Question about your order?
Please email firstname.lastname@example.org. Don't forget to give us your name and order number. (We have changed fulfillment companies, so if you have questions about orders made prior to Tuesday 8/6/19 please email us directly at email@example.com).
- When will my order ship out?
Most orders of in-stock merchandise ship out the business day following order placement. We do not ship on weekends or on these US holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and the day after Thanksgiving, and Christmas Day. Orders shipped via USPS will not ship on holidays observed by the US Postal Service, such as President’s Day, Martin Luther King Day, etc.
- How quickly are orders delivered after shipment?
DOMESTIC (US) SHIPPING METHODS: Depend on the weight of the parcel: Most orders are below a pound and ship USPS first class mail and arrive in 1-5 days. Shipments from 2-9 pounds ship via FedEx Smartpost which is 2-10 days. Anything above 10 pounds ships via FedEx ground and arrives in 1-5 days.
INTERNATIONAL SHIPPING METHODS: International orders ship USPS First Class International and take a variable amount of time, usually 2 weeks.
Will I be charged a customs fee for my order?: All orders shipped outside the United States may be assessed customs fees by the government of the destination country. The shipping fees we charge for your order do not include custom fees. If you’re unsure of your country’s laws and policies regarding customs fees, please contact your local customs office. We strongly recommend you familiarize yourself with the customs charges in your country before you place an order. We are prohibited by law from declaring ordered merchandise as “Gift” on customs forms.
- Having trouble with your credit card or payment info?
Your card might be declined for various reasons. Please check to make sure that the name and address entered in the “Billing Information” field are entered exactly as this information appears on the statements you receive from the issuing bank or financial institution. Also, confirm that the credit card number, expiration date and card verification number are correct. If this doesn’t work, please contact your issuing bank or financial institution to verify your information, and make sure there are no holds placed on your account.
- Will I be charged sales tax?
Sales tax is included in the price of the product.
- Can I return or exchange an item I’ve purchased?
Items in their original condition may be returned within 30 days of purchase for a full refund or an exchange. Note that the shipping fee is not refundable. Please contact our customer service team at firstname.lastname@example.org and they will respond with return instructions.
- What happens if I order something out of stock?
We work hard to prevent this from happening. Occasionally, however, orders will slip through that contain out-of-stock items. In these instances, we reserve the right to cancel either the out-of-stock item(s) or your entire order; we will, of course, also issue a refund to your credit card for any items we cannot ship. We will also contact you to let you know that we have modified your order.