Orders, Cancellations, and Shipping Q&A
Please be advised that we are only serving US domestic, excludes Hawaii and Puerto Rico, customers during COVID-19.
Q: When will I be charged for my order?
A: When you place an order, we authorize your credit card to confirm it is valid and there are sufficient funds available for your purchase.
PayPal Users: It's standard practice that our store will wait for an eCheck to clear. As a buyer, this information should have been also included as part of your eCheck payment transaction. After the eCheck clears (3-5 days) it is standard practice that we will then ship the merchandise. Please note: We will not ship items for uncleared or uncollected funds. There are no exceptions to this rule.
For all transactions, we do use a third-party service to scan for fraud. Please understand that we may also hold shipments to verify transactions flagged as suspicious. This include reaching out to bank and/ or credit card companies. Please give us a call at 888-573-6446 if you have any questions regarding this process.
For shipments over $150, we may require a signature for delivery.
Q: How do I check the status of my order?
A: You can check the status of your order by entering your order details on the Order Status page.
Please note that once your package has shipped, tracking information will take up to 24 hours to appear in a carrier’s system. If you have any further questions, please contact us.
Q: Where can I see my previous orders?
A: Your previous orders are available in your Order History.
Q: I received a damaged item. What should I do?
A: We want your shopping experience to be perfect and your satisfaction is our top priority. We'll make reasonable efforts to replace the item if it's still available or issue a full refund. Depending on our investigation, this could include refunding your return shipping charges.
Make sure to note the damage or quality issues on the delivery service's paperwork and please contact us. We are here to help and want you to love your purchase. If you received a damaged item, please contact us immediately. Please include your order number and the name of the item that was damaged. Refer to our Returns section for more information.
Q: I'm missing items from my order. What should I do?
A: Since some items are shipped directly from our manufacturers while others are shipped to our warehouse first for repackaging, your purchases may arrive in more than one package.
Please view your order details to verify which item(s) may have shipped separately by entering your order number on the Order History page.
Q: How do I change my shipping address for an order?
A: This is available on a per case basis, we reserve the right to refuse this request as it limits our protection through our merchant. If we honor your request, please be aware that any address change we agree to make will require us to request a signature for the package.
Q: How do I cancel an item or order?
A: Unshipped: Give us a call at Toll-free 888-573-6446 prior to shipping.
Shipped: We're sorry, but we cannot cancel orders once they have shipped. However, you can return the item at your expense. If you have any concerns, please contact us at the number above.
Q: I received the wrong item. What should I do?
A: We want your shopping experience to be perfect and your satisfaction is our top priority. We will make every effort to replace the item, if it's still available, or issue a full refund. Refunds will only be provided once the wrong item has been returned. A shipping label with a tracking number will be generated in order to return the wrong item. Please include your order number, the item received in error, and the name of the item that you did not receive. We will contact you with details on how to regarding the status of the actual item you ordered.
Q: Can I add items to an existing order?
A: Unfortunately, you can’t add items to existing orders. You will need to place a new order on our site.
Q: Can I place a special order?
A: Unfortunately, we are unable to fulfill special orders at this time. Many of our items are available only in very limited quantities, so we often cannot obtain the exact same item. However, out-of-stock brands and items do frequently return to our site and will sometimes have a similar item.
Cancellation
Cancellations are allowed up to the point of the product shipped. Please be aware that cancellation is not guaranteed. When preparing your order for shipment, we will do our best to cancel your item. If we cannot cancel, then we will begin the return process. We outsource our shipping logistics and they may not be able to catch the product prior to it be shipped.
Please note our return policies listed. Also note, that we do not give replacements or refunds of any kind for products that are shown as delivered and cannot be found.