Please reach out to us at firstname.lastname@example.org as soon as possible for any order changes/cancellations. Please include your full name, email address and order number along with any changes you would like. We cannot make changes to an order once it has entered fulfillment and cannot cancel an order once it has shipped.
See the next question for return/exchange insutructions.
Please email email@example.com with your name, email address and order number if you'd like to return any of the items you receive for an exchange or refund.
The refund/exchange policy is different for each product on the site. In the event that your item is eligible for a refund/exchange we will provide instructions upon receipt of your email request. Please note that any shipping costs for returns/exchanges are the responsibility of the customer if the item/order is eligible.
Once an order is placed please allow up to 5 full business days for fulfillment prior to shipment. Once your order is shipped, estimated delivery date is determined by the shipping method selected at checkout:
DHL Ground: 5-7 business days in transit
UPS Ground: 3-5 business days in transit
UPS Air: 2 business days in transit
DHL PKT International: days in transit are subject to change based on delivery country and customs clearance times.
Once your order is shipped you will receive tracking information via email.
If your tracking shows "no results" or "shipment ready for _" that means your order has recently been shipped and will scan in its first update within 48 hours of shipment. If your tracking shows no results for more than 3 business days please let us know via email at firstname.lastname@example.org
UPS, FedEx and DHL often hand off packages to your local USPS office for final delivery. Sometimes USPS marks packages delivered prior to actual delivery - especially during the holidays. We recommend doing the following and waiting 2-3 full days after your tracking is marked as delivered:
- Look for a notice of attempted delivery
- Check all areas of the delivery location (doorman, mail room, etc.)
- See if someone else accepted the delivery
- Contact your local USPS office with your tracking number
If you do not receive your package after 3 full days of it being marked delivered please reach out to us at email@example.com
Shipping charges do not include any import tax, duties or custom/clearance fees which may be applied once your shipment reaches your country. We are not responsible for these fees due to inability to supply estimated duties. This info will vary by country.
As the importer of record you are responsible for any of these import charges imposed by your country and you must comply with all laws and regulations of the country in which you are receiving the goods. Contact your customs office for information on what these charges may be.