HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We respond to messages and emails in the order they are received and try to respond as quickly as possible. We usually respond within 24 hours of receiving a message or email.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our warehouse staff can pack and ship your order within 24 hours. It is therefore not always possible to process address change requests. If you notice an error, please email us as soon as possible with your name and order number so that we can attempt to make one or more corrections to your package before it leaves. There's no guarantee we can make it happen, especially once it leaves our warehouse, but we'll do everything we can!
HOW LONG IS THE TREATMENT?
Order processing times are between 1 and 3 business days from the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up, processing times may be up to 3 business days from the day you placed your order.
GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships all orders Monday through Friday (excluding holidays). After placing your order, your package should be shipped within 1-2 business days of placing your order, and you will receive an email with the tracking number shortly after. E-Packet is our main carrier for US customers and for customers in countries/regions such as Canada, Europe, UK, Australia, New Zealand, etc. Depending on where you live, packages are delivered within 5-25 days from the shipping date. .
DID MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order, you may receive separate packages that may arrive 1-2 business days apart.
OUT OF STOCK/ITEMS AT LIABILITY:
In the event that any of your items are out of stock, we will send you an email to let you know when we expect the items to be shipped. If items are not expected to be restocked within 2 weeks, we will automatically refund those items.
Our warehouse staff is very prompt, so if you notice an error, please email us as soon as possible with your name and order number so we can try to collect your package before it leaves. There is no guarantee that we can change it, especially once it leaves our warehouse, but we will do our best!
DO YOU SHIP INTERNATIONALLY?
Yes, we ship internationally and to almost every country. You will receive your shipment 5 to 25 days after the order is shipped. All orders ship within 1 or 2 days.
I RECEIVED A DAMAGED ITEM, WHAT SHOULD I DO?
We are sorry that your shipment did not arrive in perfect condition! Please contact us with your name and order number for assistance.
HOW CAN I TRACK MY ORDER?
Simply go to the Track My Order link on the homepage or main menu and enter your tracking number to see where your package is. If you need further assistance, we are always ready to help.
WHY IS MY TRACKING NUMBER NOT WORKING?
Often tracking numbers only work on domestic orders because foreign postal systems do not update the package location in our carriers' systems. International shipping usually takes between 2-4 weeks, so you can estimate that it will take about that time from the time your package is shipped to the time you receive it. If your order is domestic and the tracking number is not working, please let us know so we can ensure your items were shipped correctly.
THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER?
All domestic (United States) delivery issues become the responsibility of USPS once shipped from our warehouse or suppliers. You can contact USPS at (800) 275-8777 to locate your package at your local post office.
WHAT SHOULD I DO IF SOMETHING IS MISSING OR DAMAGED IN MY ORDER?
If any of your purchased items are missing or damaged, please contact us immediately to resolve the issue. We have a money back guarantee that lasts 30 days before your order is delivered, so be sure to contact us within this time frame. To contact us and assist you, please either use the Contact Us tab or email us at firstname.lastname@example.org.