FAQ

Please take a minute to read over the questions below that we have received or we felt you may have.  There's some really important information regarding ordering from us and what to expect.  We tried to be as thorough as possible however I'm sure we have missed a few very good questions you might have.  If you have any questions not covered here or just need some clarification reach out to us and we will be glad to help.

 

When will my order be shipped?

Orders are usually processed within 2-3 business days.   You will receive one or more tracking numbers usually within 3-5 business days.

Where will my order be shipped from?

We are an international company with warehouses and suppliers throughout the world.  When you place an order with us your order will be fulfilled by one or more of these.  

Is my order affected by the Coronavirus?

Yes.  We have multiple warehouses and some are located in China.  Any product ordered and shipped from China is currently affected by the virus.  We are monitoring the situation very closely and will update our shipping policy when things return to normal.  As of right now any orders needing to be shipped out from our China warehouse will be on back order until they are able to fulfill them.  

Update: 22 Feb 2020 -  Although the issue is not resolved many people have returned back to work and shipping is starting to return to normal.  Packages are being redirected through alternative routes so expect some delays.  Our warehouse and suppliers have started shipping out products again now as well. 

Please see our shipping policy for any latest updates.

Thank you for your patience as I'm sure it's been just as frustrating for you as it has been for us.  We wish the people of China and other countries affected by the virus good health and thank everyone for their time and patience.

Can I catch the Coronavirus from a package?

No, according to the World Health Organization there an extremely low chance to catch the Coronavirus from packages received in the mail.  This is because the virus requires a host to survive and cannot live more than a few hours on a package.  

How many packages should I expect to receive?

You may receive multiple packages for your order as it is processed by multiple warehouses.  Each warehouse will process a portion of your order and ship it out directly.  

How long will it take to receive my order?

Many of our products are limited stock and in high demand.  Please allow 1-4 weeks for delivery.  

Will I be charged import duties?

Depending on the country you are ordering from there may be import duties and related custom charges.  In saying that, majority of our customers are not charged.  In the unlikely event you are charged, you are responsible to pay these.

What happens if my package is damaged or lost during shipping?

Please review our refund and return policy for details.  We are not responsible for any packages once they leave our warehouse and become the responsibility of the carrier to delivery them safely.  If you have any issues with the delivery of your package please contact the carrier directly once it's reaches your country (USPS in the US, Canada Post in Canada, etc) with the tracking number.  If the package hasn't reached your country please reach out to us and we will see what we can find out.  If you have any problems with the local postal service please reach out to us and we will see if there's anything we can do to help.

How do I check the status of my order?

If you have an account you can log in and check the status of your order.  If you didn't opt in for an account you should receive updates by whichever contact method you provided during checkout.  If you have any questions, contact our customer service and we'll be able to help.

Will the item match exactly as the picture?

The item will match very closely to the pictures.  Many suppliers have indicated to us either directly or via their product catalog that colors may vary due to lighting techniques used in their photography as well as personal settings of your computer/phone screen.  We sell only quality products.  If at any point the quality of a supplier's product drops we will stop using them and find a better one.  Your satisfaction is our number one priority.

I received the wrong product, what do I do?

We are truly sorry if you receive the wrong product.  Contact us and we'll do what we can to make it right.  Be sure to keep the product handy as we might need details or pictures.  

Are product sizes accurate?

Yes, however please allow a few millimeters discrepancy for differences in manufacturing.