FAQ

Welcome to our Help Center. Here's everything you need to know about shopping with us, from placing an order to handling returns.

Getting Started & Your Account

You can shop with us as a guest, without creating an account. However, registering brings a few conveniences: a faster checkout, a clear view of your order status and history, and updates about new releases and special promotions.

If you forget your password, the login page has a “Lost password?” link that will guide you through resetting it.

Entering an incorrect email address during checkout is fixable. Reach out to us, and we can update your email, name, and address on file. The order details themselves, though, cannot be modified.

Placing & Managing Your Order

We maintain the right to accept or decline any order, even after you receive a confirmation or see a credit card authorization. Should a cancellation occur after authorization, a credit will be issued back to the original payment method.

If you decide to cancel after placing an order, a cancellation fee of 30% of the Total Price applies. This fee is charged regardless of how quickly you cancel, due to the non-refundable processing fees we incur. Once an order has been packed or shipped, cancellation is no longer possible.

Promotion and discount codes are limited to one per order and cannot be combined with other offers unless explicitly stated.

If you receive your package and find items missing, please contact us immediately.

Payment & Security

All transactions are processed in US Dollars. If your credit card uses a different currency, the final amount is calculated using the daily exchange rate on the day your card issuer handles the transaction.

We accept the following payment methods:

• VISA
• Mastercard
• AMEX
• PayPal

We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

Your online purchase is secure. Information is entered on an SSL-secured page, then SSL-encrypted and sent directly to our credit card provider’s network for authorization. Your credit card details are never stored on our servers.

Shipping & Delivery

All orders are processed and shipped from our warehouse. During holidays and sale seasons, please allow for extra processing time. For specific shipping methods, please refer to our Shipping page.

Your shipping address must be entered using English characters and punctuation. If your address contains non-English letters, please substitute them with the closest English equivalents (for example, “?” becomes “c”).

Once an order is processed or shipped, the shipping address cannot be changed. We recommend using a residential address rather than a vacation address, as we cannot predict how long customs might hold a package.

Delivery time depends on the shipping option you selected. Tracking information is emailed the day after your order ships, as it typically becomes available 24 hours after shipment. You can expect to receive your tracking number one day after the order has shipped. We are not responsible for delays caused by customs.

Free shipping is available for orders that meet the minimum amount, but this excludes discounted, sale, and oversized or overweight products. Orders qualifying for free shipping will be sent via economy shipping.

Customs, Taxes & Duties

The prices on our site are tax-free in US Dollars. You may be liable for duties and taxes upon receipt of your order. Import taxes, duties, and related customs fees are determined by your local customs office once the order reaches its final destination. Payment of these charges is your responsibility and is not covered by us. For details on potential charges, please contact your local customs office. We are not responsible for delays caused by the customs department in your country.

Returns, Refunds & Exchanges

To initiate a return, contact us within 30 days of receiving your order. Please provide your order number and the reason for the return. Our customer service team will review your request and, if approved, send you further instructions. All returned items must be in their original condition with packaging intact. For a list of final sale items, please see our Returns Policy.

All return shipping fees and any other miscellaneous fees are the responsibility of the customer.

If you receive an item that is defective, incorrect, or damaged, you must contact us within 7 days of receiving the order. Please include your order number, photographs of the item(s), and all related references from the package. We will work to resolve your case as quickly as possible.

Processing a return can take up to 14 business days from the day we receive it. We will send a confirmation email once the return has been processed.

Refunds are credited to the original form of payment. For credit or debit card payments, the refund is sent to the card-issuing bank within 7-10 business days of us receiving the returned item or cancellation request. Please contact your card-issuing bank for questions about when the credit will post to your account. If you haven't received your refund, contact your bank or credit card company, as it may take some time for the refund to appear.

If you can't find the answer you're looking for, our support team is ready to help. Just reach out to us at [email protected].