Please note, reports of damages or the receipt of incorrect products must be reported within 3 days from the date of delivery.
All reports of damages or incorrect products reported after 3 days will not be supported.
We do not accept cancellations for orders that have been successfully processed as all sales are final.
WHEN WILL I RECEIVE TRACKING INFORMATION FOR MY ORDER?
Customers will receive an email notification once orders have begun shipping. Please allow 5-7 days for your order to be processed and fulfilled prior to shipping. Be sure to check the spam/promotions folder for tracking email notifications.
Please note: If an order has been stuck in a pending status for 1-3 days it is likely that the carrier has not updated the tracking information with a recent scan. Email our support team and we will provide support by following up with the carrier to provide an update. Pre-orders will take longer to process due to production having begun as soon as pre-orders close. Additional time will be needed to fulfill items from pre-orders.
TRACKING INFORMATION STATES THAT MY ORDER IS DELIVERED BUT I DON'T HAVE IT.
Customers will find success by submitting lost or stolen package claims with the carrier provided. We are unable to support replacements, refunds, or accommodations for orders that are declared successfully delivered.
TRACKING INFORMATION HAS NOT UPDATED IN A FEW DAYS.
Packages that have not been updated with accurate tracking information in a number of days can be the result of the package being lost or misplaced by the carrier.
Please email us and we will take the following action:
1. We will follow up with the carrier to gain an understanding of where the order is and you will hear back from our support team in 48 hours as we will need to give the carrier some time to investigate the order's whereabouts.
In rare cases, the package may be in transit and the carrier has forgotten to scan the order at its most recent stop. This means that the order may become delivered with no prior communication that the package has arrived at your residence.
2. If the package is declared lost, we will provide you with support by filing a lost package claim with the carrier.
3. Lost package claims will be provided a response within 30 days from the date of filing.
Please note: It is not a guarantee that lost package claims will receive a response by the carrier.
I NEED TO REPORT A DAMAGED PRODUCT
If your product has arrived damaged, customers are encouraged to contact us via email. Upon reporting damaged items, please include up to 4 detailed images of the product and the documentation that arrived with the order.
We will assess the damages and follow up with you to provide you with a return label to return the damaged product to us. A replacement will be offered if inventory is available. If the inventory is not available, we will issue a full refund once the damaged product has been received.
All reports of Damaged Packages should be reported within 3 days from the date of the order delivery. All reports of lost packages that are submitted after 3 days from the date of delivery will not be supported.