FAQ's

ORDERS: 

Trouble Placing an Order: 

Having trouble placing your order? These tips can help you resolve the most common issues, including ordering problems, payment errors, and technical difficulties. 

Delivery Restrictions: 

During checkout, the delivery cost and estimated timing will be calculated based on your address. If your address or country is not listed in our delivery options, it means we currently are unable to ship to your location. 

Payment Processing Error: 

We accept all major cards. The available payment options will be displayed during checkout. If you experience difficulties when placing your order, please verify that the following details are entered correctly: 

  • Credit/debit card number (no spaces) 
  • Valid from / expiration date 
  • The CVV (three numbers on the back of the card) 
  • The billing address matches the address your card is registered to 

Technical Difficulties: 

Occasionally, browser or app glitches can interfere with the ordering process. Ensure your browser is up to date. Clearing your browser's cache or switching to a different device may resolve these issues. 

Promo Codes and Vouchers: 

If you’re unable to apply a promo code or voucher, please check it has not expired and meets the applicable terms. Only one promo code can be used at a time, and discounts cannot be stacked.   

If the issue persists, please reach out to our Customer Support Team for further guidance. However, note that our Support Team is unable to place orders or accept payments on your behalf. 

Product Availability 

Our website reflects the most current stock information. As our warehouse team continually updates inventory, our Customer Service team cannot provide specific restocking dates, place items on hold, or process orders over the phone. 

  • Regular Items: Popular items are typically re-stocked based on demand and supply availability. Check the product page for any information about expected restock dates. 
  • Limited Edition Items: Please note that limited edition or seasonal items may not be re-stocked once they have sold out. 
  • Sale Items: Sale items are available while supplies last, and all available items are displayed on the website. 

For the latest information, sign up for our email newsletter and keep an eye on social channels for update. 

Customized/Personalized Items 

Certain items can be personalized; if this option is offered, you can select the options during the check-out process.  

  • Due to the specific processing requirements for personalized orders, changes or cancellations are not possible once an order is confirmed. Please double-check your spelling and selections carefully before confirming your order. 
  • Customized items require additional time to produce, resulting in extended processing times. This will be clearly noted on the product page. Typically, processing takes 1-3 weeks instead of the standard processing time.  Special orders take 4-6 weeks to process. 
  • Due to their personalized nature, customized items are not eligible for returns or exchanges unless there are defects in the product's material or workmanship 

Change or Cancel an Order 

If you need to change or cancel your order, please email  us through the Contact Us page on the website immediately. We process orders as quickly as possible to ensure timely delivery, so it may not be possible to change or cancel your order once it's confirmed. Please contact customer support promptly for assistance. 

If your order has been processed, the customer support team will provide you with information about how to return the item. 

Please refer to our Returns page. 

Delayed or Missing Order 

Please allow up to 24 business hours for the tracking information to be updated by our carrier. This automatically updates to give you the latest status information for each item. 

If your order contains multiple items, it will typically be shipped once all items are available. Check your order tracking link included in your shipping notification email. It will automatically update, and you will be able to view the status of each item. Sometimes items are shipped separately. 

My Order was Canceled 

We apologize for any inconvenience caused by the cancellation of your order. This could be due to one of the following reasons: 

  • Billing Information mismatch 
  • Invalid Shipping address 
  • Order flagged as potential fraud 
  • Product out of stock 

Please contact customer support for further assistance. 

PAYMENT & TAX: 

Accepted Payments 

We accept all major cards. The available payment options will be displayed during checkout. 

Sales Tax 

All orders are subject to applicable sales tax. Sales tax is charged on orders shipping to select states in accordance with their local tax ordinances. 

Customs & Tax for International Orders 

Orders shipped outside of the U.S. are subject to customs, duties, and taxes as determined by the destination country. These charges are payable by the recipient and are not included in the shipping cost.  

If customs fee or import taxes apply, the carrier will inform you of the amount and how to pay. Once paid, the customs office will release the package. 

Please note: Your country’s customs will hold the package until applicable fees are paid. If they are not paid, after a period, the package will be redirected back to the warehouse address. 

SHIPPING & DELIVERY: 

Shipping Status 

Standard processing:  Your merchandise order will ship within 3 business days from our distribution center. Standard ground delivery is an additional 4-7 business days in transit from the ship date.  

Expedited processing:  Select Express or Next Day delivery during checkout.  All orders placed outside our M-F business hours will be processed the following business day,  regardless of shipping speed chosen at checkout.   

Important: Orders are processed Monday through Friday, excluding holidays. Orders placed after business hours will be processed on the next business day. To view processing and transit timelines view our Shipping page. 

Shipping to Hawaii or Alaska 

These locations are not eligible for Next Day and Express shipping. All orders will ship by standard delivery. 

Shipping to P.O. box  and Military Addresses 

P.O. box and other non-standard delivery addresses are not eligible for Next Day and Express shipping. If selected, the delivery method will automatically be updated to a compatible service, which may result in delayed transit time. 

RETURNS & EXCHANGES: 

Return Policy 

We have a 30-Day Hassle Free Return Policy.  If you are not satisfied with your purchase, items can be returned within 30 days of receipt of order; *exclusions may apply based on the items. Items must be in their original, unused condition, with no signs of damage or wear, and all labels still attached. Please refer to our Returns page to view the full policy. 

Mailing your Return   

To return items, please use your preferred carrier service that offers a trackable postage option and  receive a tracking number when returning your package to ensure proof of delivery. We are not  responsible for any parcels lost during transit. 

Please refer to our Returns page to view instructions  on how to start a return. 

International returns: please refer to the website where the order was placed for instructions. 

Prepaid Return Label 

This service is only offered on select sites.  Please refer to our  Returns page for more information.  For assistance, please contact customer support.  

If you received merchandise that is damaged/faulty, please follow the instructions below to file a claim and request a prepaid return label. 

Damaged/Faulty Product 

If you find that the merchandise you've received from us is of unsatisfactory quality, damaged or defective, please contact the customer support team to submit a damage claim.   To address the issues quickly, please  be prepared to provide the following details: 

  • Order number 
  • Description of the damage 
  • 2-3 clear photos of the damaged/faulty item (including tags) 
  • If the damage was caused during transit, provide a photo of the packaging as well 
  • Your preferred resolution - refund or replacement (the team will accommodate where possible) 

Once the support team  has documented the damage, they will provide you with return instructions, including the return address and any necessary forms to include with your return.  

Exchange  

To exchange items, kindly return the unwanted item(s) and place a new online order.  

You will be responsible for shipping fees associated with the return/exchange. Please use your preferred carrier service that offers a trackable postage option and  receive a tracking number when returning your package to ensure proof of delivery. 

We will honor the original purchase price when you reorder  the same style number for another color or size.  For assistance with reapplying any discounts, feel free to contact customer support. 

Please refer to our Returns page to view instructions  on how to start a return.