There are a variety of reasons why you may need to contact us after an order. The easiest method is to respond to the email receipt directly. However, a contact form or direct email is also okay. We will need some identifying information about your order.

See the additional shipping FAQ for assistance on how we may be able to help.

You are responsible for providing a correct and complete shipping address. Please double-check your address before completing your order. Be aware that some payment methods, such as PayPal will automatically suggest a recent address you have used. Double check it before completing your purchase.

If you notice an error, we do encourage you to contact us about it as soon as possible. You can just reply to the receipt email. Please understand we cannot guarantee that we will be able to adjust the shipping address.

If a package is delivered to the wrong address due to an error in the address you provided, we are not liable and will not refund shipping costs. However, if the package is returned to us, we may offer to reship the order at the customer’s expense (or issue a refund for the product value, minus shipping).

If a package is returned to us by the carrier due to an undeliverable address, insufficient address information, or the customer refusing delivery, you may request for the order to be reshipped. We may need to send you an invoice for the cost of shipping.

To avoid returns, please ensure your shipping address is complete and up to date, including any apartment, suite, unit numbers, or special delivery instructions.

If your order address was correct and the reason for the undeliverable is beyond your control, we may be able to re-ship it at no cost to you. If there was a return to sender due to anything relating to customs, we will require that you provide us with as much information (or photos) as possible so that we may file a claim on it to re-ship at no cost.

If your package is marked as “delivered” according to tracking but you did not receive it, please check with neighbors, building management, and your local post office first. As your local post office for the GPS coordinates of the delivery; that is typical recorded but we cannot request it- it must come from the receiver.

Your post office should provide you with a reasonable expectation of a time frame. Please let us know about it and update after -- then we can work with you to replace it. However, we cannot replace packages unless we have a reasonable demonstration that attempts were made to locate it, and that it has the correct address.

We are not liable for packages confirmed delivered by the carrier to the correct address. It is your responsibility to have the correct address on your order, and to retrieve packages sent to that address. If you frequently have lost or stolen packages, it may be a good idea to find an alternative shipping location.

In order for us to assist with packages that are still in transit, but appear lost, we need to be contacted within 15 days of it being shipped or within 10 days of it no longer moving in transit. In order for us to assist with packages that were marked as delivered, or marked as returned, we must be notified of the issue within 15 days of that event so that we may act upon it. Depending on the situation, there are some time limitations in place for us to act.

For guidance on how to track down your delivery with many of our common couriers, please see this page.

While we strive to meet our estimated delivery times, these are not guarantees. Delays can occur because of carrier service issues, customs (for international orders), weather, holidays, etc. When you order, an estimated date may be given but it is not a guarantee - especially with the current climate of unpredictable shipping issues.

If your package is in transit but the tracking shows no movement for 5 business days, contact us so we may begin an investigation.

We may file a claim with the carrier on your behalf. If the carrier confirms the package is lost, we will either send a replacement or issue a refund (at our discretion). If you file a claim, we need to know because it cannot be filed by both parties.

You have 30 from the date you receive the order to request a return (unless local law provides a longer period).

Items must be returned in unused condition, in original packaging, with tags and all original accessories.

Return shipping costs are your responsibility, unless the return is due to a defect, damage, or a mistake on our part, in which case we will provide a prepaid return label.

If the item has a defect or mistake, we require an email explaining the issue to us within 10 days of delivery. We also will require photos that demonstrate the error.

Exchanges
If you’d like to exchange an item (e.g. for a different size or color), contact us within 15 days and we’ll guide you through the process. Exchanges may only be processed if stock is available.

If you notice that there was an error in purchasing and want to change it, please email us. We cannot promise any changes after purchase but we will try. Common things we are often able to change within 24 hours include: color, size, and design. Typically we can make these changes without any cost to you. If it is too late to make changes, we will notify you and guide you through the exchange process.