Return to Help Index
|Has my order shipped?|
|If you created an account with us when you made your purchase, please click the "My Account / Order Status" link at the top right hand side of our site to check your orders status. We strive to ship within 1 business day of payment receipt so your package can get to you as soon as possible. We shop on line too, and appreciate when our orders come in a timely manner, and work hard to duplicate that experience for you.
Please insure that you have provided the correct ship to address. We are not able to change shipping information after you have placed your order, and misdirected packages will have to be returned to us before we will re-ship the item. If Delivery Confirmation shows that the package has been delivered to the provided address, and the package is not returned to us, it is the customers responsibility to obtain the package from where they had us ship it in the event of an address error on the customer's part, we will not assist in this matter once Delivery Confirmation shows the package delivered to the address the customer has provided to us. We will also not issue refunds in the event the package is not returned to us for re-shipping due to an address entry error. Thank you for your understanding in this matter and please double check the address before you click the payment button.
|How do I change quantities or cancel an item in my order?|
|You can edit quantities and add/remove items in your cart up until you submit payment. Once the order has been submitted, we are unable to change or edit any part of the order.|
|How do I track my order?|
|We do not provide tracking services at this time. We ship within 1 business day of payment receipt to get your order to you as rapidly as possible. The rest is up to the USPS. Thank you.|
|My order never arrived.|
|If it has been 10 business days since ordering for Domestic United States orders, please verify that the address provided for shipping was correct, then contact customer service at firstname.lastname@example.org for assistance. If it is an international order, please contact us at email@example.com if more than 4 weeks have passed since placing your order and you have verified that the address you provided to us was correct.
We ship within 1 business day of payment to get the order to you as soon a possible. Unfortunately, after we have given the package to the USPS the rest is up to them, and in the case of international orders, your countries Postal Service. We use Delivery confirmation on all domestic shipments, and will use that to verify delivery of your item. We will re-ship/refund (at our discretion) only if the address provided was correct and the Delivery confirmation does not show delivery after the 10 business day mark. If it has been scanned as delivered, we consider the package delivered and will not re-ship/refund for claims of non-receipt. We often find that our customers turn up packages in the strangest places after contacting us to state they did not receive it: Under the porch, in the shrubs by the door, with the apartment manager, in the bedroom of whoever picked up the mail that day and forgot to tell them....please make sure to check all options before filing the lost package report. If USPS Delivery Confirmation shows the item has been delivered, you will need to file a lost/stolen package report with your post office to see if they can assist you further. Thank you for your cooperation with this policy.
Items returned to us as undeliverable due to customer address errors will be refunded less a 20% restocking fee. There is no exception to the policy. Please make sure the shipping address is correct before submitting the order to avoid this problem.
|An item is missing from my shipment.|
|Please contact customer service at firstname.lastname@example.org for assistance. We are committed to doing everything we can to ensure this is a great shopping experience for you and if we have made an error, we will promptly correct it with our apologies, but we have to know there is a problem before we can fix it, so please contact us!|
|My product arrived damaged or is incorrect..|
|Please contact customer service at email@example.com so we can get the correct product out to you with our apologies if we shipped the wrong item. Unfortunately, we are only human and occasionally mistakes occur to the best of us. We are committed to excellence in customer service, and will take prompt action to correct the issue with your order. If your item has arrived broken, we will replace it. We package the items in bubble wrap, inside bubble wrap envelopes, but sometimes, despite our best efforts, they manage to get crushed, dropped, stomped on by what must be elephants or a sky drop from high altitude .....I am honestly not sure what they do the the packages sometimes. But we promise we will take care of it. Just let us know what happened, and we will fix it. If we make an error in shipping, please let us know and we will get the correct item out to you promptly.|
|Why did my two different orders arrive combined?|
|Since we include shipping on our items, we reserve the right to combine multiple orders going to the same destination even if the orders are placed at different times. Two different orders from the same customer spaced roughly 30 minutes apart will likely be processed as one order at shipping if the shipping addresses and billing information is the same. If our cutoff for that days shipping splits the orders, they will be sent on two different days. Orders that are combined will receive one free sample per shipment. Thank you for your understanding as we try to keep our costs down and pass those savings on to you!