How long does it take for my order to ship?
All orders placed on our website usually take 24-48 hours to ship out, at which point the shipping method time frame starts the day after shipment. Also, any orders placed on Fridays or the weekend will NOT be submitted for fulfillment until the following Monday morning.
NOTE: Just because you did not receive a shipping confirmation email within 24-48 hours of ordering does not mean that your order didn't ship yet; a lot of times the automated shipping confirmation emails are delayed slightly. Most orders arrive within the shipping timeframe selected.
Will you send me tracking information once my order ships?
Yes, a shipment email is sent to each customer once their order ships. Sometimes these are delayed by 24 hours or so, so even though you did not get a shipment email yet, your order may have already shipped, so please have patience.
My package arrived today but it is missing items from my order. What happened? When will I get my other items?
Our fulfillment provider stores all of our products in different warehouses across the country. If you order more than one item, there is a chance that your order will ship from multiple warehouses due to varying stock levels in each warehouse. Rest assured, the remainder of your order will come very quickly after the first package you receive.
What countries do you ship to?
We currently ship to the following countries:
USA, Canada, Australia, UK, France, Spain, Netherlands, Germany, Belgium, Poland, Norway, Switzerland and New Zealand
Why don't you ship to my country?
We add countries to ship to based primarily on liability. Specifically, we research how reliable a certain countries postal system is, incidence of credit card fraud from that country, and also how likely it is to get lost or stolen. We will add more countries in the future if enough demand exists.
My shipment confirmation email came and it includes a tracking number I cannot click on, starting with TBAxxxxxxx. What is going on?
We use Amazon, a world class fulfillment provider, to ship all of our orders for us. They will use whichever shipping method is most efficient for them in a given circumstance, and sometimes they use their own proprietary shipment method called Amazon Logistics, and unfortunately a customer cannot track their package unless they call Amazon and give them that tracking number. It is rare they do this, but it does happen.
Rest assured, you will still receive the package within the time-frame you chose at checkout.
It has been 24-48 hours and I still have not received a shipping confirmation or tracking number. Why has my order not shipped yet?
Just because you did not get a shipping email does not mean the order did not ship. The shipping fulfillment provider we use is sometimes delayed in sending shipping confirmations to our server, which are then relayed to you. A lot of times an order has shipped already but a tracking email has not been relayed to us yet.
But our fulfillment provider almost always gets the item to you in the number of business days of the shipping method you chose.
I ordered on a Friday/Saturday/Sunday and I paid for expedited 2 day shipping and the package has not arrived in 2 days. Why?
All orders on our website ship within 24-48 hours. And orders placed on weekends, including friday afternoons, will NOT ship until the following monday morning. Nothing ships on the weekends.
My orders tracking number says my package was delivered, but I did not get it. Whats going on?
FOR U.S. CUSTOMERS:
This happens sometimes for a variety of reasons. Because the tracking number says you did in fact receive your order, there is not much we can do on our end. But here are the helpful steps we give to customers trying to track down a missing package:
1. Contact your local post office right away and ask to speak to the actual postman who delivers mail on your street. Ask him about the package and the day it says it was delivered (postman are pretty good at remembering packages on their route).
2. See if your local post office is holding the package for some reason.
3. Check with your immediate neighbors to see if the package was accidentally delivered to their mailboxes or houses.
4. Sometimes, though rarely, the package says 'delivered' because a worker or machine accidentally marked it as delivered during the sorting process, when it fact it is still on its way to you. This is why we always ask you to wait another couple of days if a package goes missing.
By following the above steps, almost all customers track down their missing packages.
FOR INTERNATIONAL CUSTOMERS:
If your tracking number says your item was delivered but you did not get it, it is almost certainly being held by your local post office for additional customs charges. This is very common for UK customers. Please contact your local post office with the tracking number and they should tell you what you have to do.
I ordered from outside the U.S. and my tracking information has not been updated since it left the U.S. Is my package lost?
Don't worry--this is a very common occurrence. Once an international package leaves the U.S. we have absolutely no control over it and it is now up to your country's postal system to deliver it to you. The tracking might not even update until the package is delivered to you.
The tracking may even update and say it was delivered to you, but sometimes that just means it was delivered to your local post office and they are either holding it before it goes out for delivery, or you may have to pay extra customs charges before you can get the package. We strongly recommend contacting your local post office right away if you think this has happened.
Do you ship to exporting services, freight forwarders or hotels?
No, we do not ship to exporting services or hotels and we do not allow unauthorized exportation of our products. All orders for exporting services or hotels will be cancelled.