FREQUENTLY ASKED QUESTIONS


    What are our shipping methods and costs?
     
    Our courier service will deliver your items from Monday to Friday to the delivery address indicated when placing your order:
     
    Standard (4-6 business days): The cost of Standard Shipping is $10.95 (free if cart above $75)
     
    In-Store Pickup (4-6 business days): The cost of in-store pickup is FREE.
     
    Orders and payment confirmations received after 12:00 PM noon (local time) will be processed the next business day (business days are Monday to Friday, excluding holidays marked on the official calendar).
     
    Due to high order volumes during campaign periods, delivery times may be delayed.
    As soon as your order has been sent out, we will send an e-mail letting you know.
     
    • If you created an account before you submitted your order, you can track your orders by visiting "My Account" and clicking on "Order history". There you can review your past orders and the status of your current order.
    • If you did not create an account, or if you signed up after placing your order, you will not be able to see the order status. If your order has not been delivered within the given timeframe, please contact our Customer Service team who will track it down for you.
    • We currently ship to the 48 contiguous United States.
    • We do not ship to Alaska, Hawaii, APO/FPO addresses, P.O Box-es and the U.S Virgin Islands.
    Once your order has been confirmed, it cannot be modified or cancelled. If you need to return a product, you have to begin the returns procedure once you have received the item.
    If you have received an incorrect/defective item, we sincerely apologise.
     
    Contact our Customer Service Team within 24/72 hours upon receipt of the order and provide us with the following information:
    • Your Order Number
    • Product Code/Product Name
    • If you want a refund or a replacement
     
    Please note: it is IMPORTANT to save both the boxes and their shipping and packaging labels. In situations where accidents have occurred, please include photos of these.
    If the packing slip says an item should be in your package but it is not, please get in touch with Customer Service within 24/72 hours upon receipt of the order.
     
    Let us know the order number and the product code or product name of the item you wanted and we will look into it.
     
    We will usually be able to send you the missing item, but on the rare occasion that is not possible, we will quickly reimburse you for it.
     
    Please note: it is IMPORTANT to save both the boxes and their shipping and packaging labels. In the event of an incident, you will be asked to produce them as well as photos of them.