Frequently Asked Questions
Do I need to create an account to make a purchase?
No, an account is not required - if you are like us you have enough passwords to keep up with.
Is my information secure?
Yes, your information is safe with us. Your credit card data is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS) so we do not see your account number - nor do we share any of your personal information. Once your order is delivered, you can request that your information be deleted from our system by emailing us at firstname.lastname@example.org
Can I submit an order offline?
Absolutely, just send us the item specifics, your shipping address and contact information via email at email@example.com. We will call you in person to take your credit card information over the phone.
How do I make changes to my order?
Email us at firstname.lastname@example.org ASAP if you need to make a change. If the order has already shipped we will try our best to make an update but this may not always be possible, depending on how far it has moved in the shipping process.
Can I track my order?
Absolutely! But don't get too excited about tracking! While things are much better than a couple of months ago, there is still a transportation issue and not all carriers are back to 'business as usual'.
We will send you an email with the tracking number when your order has been shipped but you may not see an update for several days and there may be long pauses between scans. However, if the carrier shows the package is lost we will re-ship the order and send you a new tracking number - it happens.
Please note that FREE shipping is ECONOMY shipping, which is lower priority handling than critical shipments such as medicines etc.
A lot of steps are involved in getting a package delivered to you so please be patient as your order goes though the following steps:
1) package readied for pick up (1 - 5 days), 2) transport to sorting center, 3) sorting, 4) outgoing inspection and release, 5) dispatch to airline, 6) airport staging, 7) in transit, 8) inbound inspection and release, 9) transfer to local carrier, 10) delivery.
Any delay or backlog at any stage can affect the expected delivery date - this is why we can never guarantee on-time delivery.
Can I cancel my order?
You can cancel an order but only before it ships. There is no mechanism for us to cancel shipments once they have been picked up by the carrier. If you are not happy with your purchase once delivered, you can return it for a full refund.
If you want to cancel your order prior to shipping, email us ASAP at email@example.com
What if I haven't received my package but tracking shows delivered?
Some carriers get ahead of themselves and scan deliveries before actually delivering. Check your mail box again in a few days and also check to see if someone else could have accepted your package on your behalf.
If delivery fails due to an invalid address or if the carrier is unable to access your building etc., the package will be returned to the post office and you will receive a notice to contact them. If your package remains unclaimed at the post office and is returned to sender, we are not responsible for such loss.
We also cannot be responsible for lost or stolen packages. If you believe your package may have been stolen from your doorstep or mailbox, please notify your local post office.
How can I return or exchange my order?
We accept returns and exchanges within 45 days and will refund the cost of your order plus shipping if the item(s) is damaged or incorrect.
Email us at firstname.lastname@example.org to request a return or exchange and please send a picture of the issue and the package label so we can notify the appropriate warehouse of the problem.
What if I have a different question?
Email us at email@example.com, we will respond within 24 hours.