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. Our platform is secure and your credit card data and payment information is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). We never see your account number unless you provide it to us personally, nor do we share any of your personal information. 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 email the following information to email@example.com:
Your name, address, phone, email address, recipient name, address and phone (if different), item name, size, color and quantity.
Zelle your payment to firstname.lastname@example.org or send via Paypal to email@example.com.
How do I make changes to my order?
Email us at firstname.lastname@example.org IMMEDIATELY if you need to make a change to your order. If the order has already shipped we will be unable to make changes or redirect the package.
Can I track my order?
Absolutely! We will send you an email with the tracking number when your order has been shipped. But don't get too excited about tracking! Not all carriers update tracking electronically so quite often there can be missing entries. You may not see an update for several days and there may be long pauses between scans. If the carrier declares the package lost or undeliverable (it happens!), we will review the circumstances and more than likely we will re-ship the order and send you a new tracking number.
Please note that FREE shipping is almost always ECONOMY SHIPPING. These packages have lower priority handling than critical shipments such as medicines etc. and can take anywhere from 6 - 21 days under normal circumstances.
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 are unable to guarantee on-time delivery.
Can I cancel my order?
You can cancel an order 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.
What if I am not available to receive my package?
We assume no responsibility for failed delivery if 1) the carrier declares the delivery address invalid, 2) the carrier is unable to access your building, 3) the carrier declares no-one is available for signature and 4) you fail to pick up your package and it is returned.
We also cannot be responsible for lost or stolen deliveries. If you believe your package may have been stolen from your doorstep or mailbox, please work with local authorities for resolution.
Can I return or exchange my order?
We accept returns and exchanges within 30 days of delivery. Upon receipt, we will examine the return, the reason for return and refund the entire cost of your order if we agree with your request. A prepaid return label will be provided for damaged or incorrect goods returning from within the US. All other returns are paid for by the customer, however we do offer a REFUND ASSURANCE option at checkout if you would like to take advantage of that feature.
We may ask for a picture or video that demonstrates damaged or non-working products. Please also include a phot of the package label so we can request a replacement or compensation from the appropriate warehouse.
What if I have a different question?
Email us at firstname.lastname@example.org, or chat with us from our website or one of social media sites. We will respond as quickly as possible.