Frequently Asked Questions

Last update: June 22, 2022

Shipping & Delivery

Do you ship worldwide?

Yes. We provide free shipping to over 185 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries, we will contact you.

What is Buyer Protection?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website. You are protected when:

  • The item you ordered did not arrive within the time promised by the seller.
  • The item you received was not as described.
  • The item you received that was assured to be genuine was fake.

How long to get my order?

Shipping time varies by location. These are our estimates:

Location *Estimated Shipping Time
United States 10-21 Business days
Canada, Europe 10-21 Business days
Australia, New Zealand 10-21 Business days
Central & South America 15-21 Business days
Asia 10-21 Business days
Africa 15-45 Business days

*This doesn’t include our 2-5 day processing time.

Also, specific times for each product can be found on every product detail page, below the “Add to Cart” button.

Screenshot indicating where to locate estimates for delivery date.

Where will my order ship from?

We work with reliable, high-quality on-demand order fulfillment companies. They have locations worldwide, so depending on where you are, your orders will be shipped from the facility that can do it most efficiently, and it’s closer to you.

How is your store adapting to COVID-19?

To keep all our updates and FAQs related to Covid-19 in one place, we’ve gathered them on this Page: Covid-19 updates.

This link will be the go-to source for future updates, so make sure to check it out whenever you visit!

As you know, the entire world is facing difficulties, so our fulfillment and delivery times will take longer than usual. Thank you for all your support while we weather the storm!

I made a mistake with the shipment address. What should I do?

We are all humans, and mistakes can happen! If you provided the wrong delivery address, or the address was considered insufficient by the courier and the package could not be delivered to you, it will be returned to the shipment facility. We can resend you the same order in such a case, but you will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable). If you elect for a refund or store credit instead, the refund or store credit amount will be the total amount of the purchase (including taxes).

How can I change my shipping address?

By default, the last used shipping address will be saved into your website store account. When you are checking out your order, the default shipping address will be displayed, and you have the option to amend it if you need to.

My order was lost. What should I do?

Before getting in touch with us, be sure to do the following:

● Ask your local post office if they have your package.

● Stop by your neighbors in case the courier left the package with them.

● Check your shipping confirmation email for any mistakes in the delivery address.

Please contact us at [email protected], within 4 weeks from the date you received the product. Make sure to include the order number and any other details you may have about your order. We will get back to you with a resolution as soon as possible.

Pro-tip: Package theft is on the rise. If you’re expecting a home delivery and you know you won’t be home to accept it, use an address where you know you’ll be.

Orders

How do I track my order?

You can easily track your order using our Tracking page. Also accessible from the footer, under the Customer Support menu.

I made a mistake with my order. Can I cancel it?

Absolutely. Please, contact us within 12 hours, and we will cancel your order for you. When contacting, please include your order details, i.e., name on the order, email, and order number, so we can find your order and sort that out quickly. After this period, if the order has been processed or sent, it cannot be canceled.

Where are your products made?

We work with reliable, high-quality on-demand order fulfillment companies. They have locations worldwide, so depending on where you are, your orders will be made at the facility that can do it most efficiently, and it’s closer to you.

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country, so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

Returns and Refunds

Do you offer refunds?

Your satisfaction is always our top priority. You can submit refund requests within 15 days after receiving your order. You can do so by using our contact page or sending an email directly to [email protected] Please, make sure to include your order number and any other important detail you consider, this way we can speed up your refund experience.

If you are approved for a refund, we will reimburse you no later than 14 days from the day on which we receive the returned merchandise. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement. For complete details about refunds/returns, please check Our Refunds and Returns Policy.

Can I exchange an item for a different size/color?

Absolutely! You are entitled to exchange your order within 15 days of receiving the order. You can do so by using our contact page or sending an email directly to [email protected] Please, make sure to include your order number and any other important detail you consider, this way we can speed up your exchange experience.

For complete details about refunds/returns, please check Our Refunds and Returns Policy.

What’s your return policy?

You may return the item(s) within 15 days of receiving the order. For complete details, please read Our Refunds and Returns Policy.

I used Zip for payments. How will the return/refund work?

Go to the Orders menu under your account profile and click the Refund button. If you made the purchase and chose not to wp-signup.php on our website (checked out as a Guest) you can submit a request by using our contact page. As soon as your return is completed, Zip will credit your Zip account. Click to learn more about how the Zip Return process works.

What’s the address I should use to mail back the returned items?

Since we work with fulfillment companies with facilities worldwide, you should contact us at [email protected] before sending your items back, so we can provide you with the return mailing address that’s closer to your location.

I was a victim of theft, or my package was stolen. Can I request a refund?

We are very sorry if you were the victim of theft and the product you ordered was stolen. Please contact us at [email protected] We will get back to you with a resolution as soon as possible.

Payments

Do you save my credit card details?

No. Absolutely not. Even though there is an option at checkout and your account details to do so, your credit card details are never saved on our servers. Instead, this information is transmitted and saved directly from your computer to our payment service provider (e.g., Stripe, PayPal).

Can I pay using PayPal without a PayPal account?

Yes! It is commonly misunderstood that a PayPal account is needed to make payments through PayPal. The truth is you DO NOT need one, although we strongly recommend you sign up to enjoy the added ease of use.

Without a PayPal account, all you need is PayPal supports any Debit/Credit card stated below.

By using PayPal, we can process & deliver your orders to you in a shorter time. PayPal is the easiest & most secure way to make payments online. No account is needed.

For more details, click here to see how PayPal works for you.

How do I make payments using PayPal? How does it work?

PayPal is the easiest way to make payments online. While checking out your order, you will be redirected to the PayPal website. Be sure to fill in the correct details for fast & hassle-free payment processing.

It’s fast, easy & secure.

PayPal is a safer, easier way to send and receive money online. When you select PayPal as the payment method, you will be linked to the PayPal site to make payment.

PayPal can be used to purchase items by Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card, or E-check (i.e., using your regular Bank Account).

  1. After viewing your items on your shopping cart page, you can click and check out with PayPal. Then you will leave our site and enter PayPal’s website.
  2. You can sign in to your PayPal account, or you can create a new one if you haven’t got one.
  3. You can use PayPal as you want, according to the on-screen instructions.

Usually, PayPal e-check will take 3-5 business days to be confirmed by PayPal.

The reasons why we suggest you use PayPal:

  • Payment is traceable. By using your PayPal account, you can trace the status of your payment.
  • When you make your order, you don’t need to use your credit card online (you can transfer directly from your bank account).
  • When you use your credit card through PayPal, nobody will see your credit card number, which will minimize the risk of unauthorized use.

What are the payment methods available?

We currently accept payments from all major credit/debit card processors worldwide (Visa, Mastercard, American Express, Discover), PayPal, PayPal Credit, Google Pay, and Apple Pay.

Sales Tax

What is sales tax?

Sales tax is a tax placed on the retail price of the merchandise. Retailers are obligated to collect sales tax in all states in which they are deemed to have nexus (as determined by physical presence or the conduct of certain activities).

Why am I charged sales tax when your company isn’t located in my state?

Our Company is obligated to collect sales tax in all states we deem to have nexus. For our Company, nexus is driven principally by the physical presence of our inventory with our on-demand order fulfillment companies.

What kind of proof do I need to provide to place a tax-exempt order?

You will need to provide a state tax exemption certificate. The organization or individual name on the certificate must exactly match the name on the order, and the certificate must be valid (i.e., not expired). Federal tax exemption certificates are not applicable.

How can I place a Tax-Exempt Order?

  • Email your state tax exemption certificate to [email protected]. The organization or individual name on the order must exactly match the state tax-exempt certificate. Federal tax exemption certificates are not applicable.
  • Contact our Company using online chat support to place your order.

Other questions

I am having problems accessing the website. Some of the pages look weird. Am I using the right browser?

As our website uses some of the latest graphics designs, which may not be supported in lower versions of browsers, it is recommended that you use the following version of web browsers:

1. Microsoft Internet Explorer Version 10 or above.

Download the latest version at: http://windows.microsoft.com/en-us/internet-explorer/download-ie

2. Mozilla Firefox Version 10 or above.

Download the latest version at: https://www.mozilla.org/en-US/firefox/new/

3. Google Chrome Version 12 or above.

Download the latest version at: https://www.google.com/chrome/browser/desktop/

If you have any further questions, please Contact Us or use the chat widget.