How do I contact Customer Experience?
You may reach us via email at email@example.com. Our Customer Care team is available Monday through Friday 9 AM to 5 PM PST.
Do I need an account to place an order?
You may shop with us without creating an account.
Can I cancel or change my order?
Depending on the status of your order, it may be possible to cancel and or update the shipping address or service levels. Kindly note that we are unable to combine orders or add or remove an item(s) from an existing order. If you do need to make any changes to your order, please contact our Customer Care team immediately and we will do our best to assist you.
What happens if my order arrives and my items are damaged or faulty?
If an item is damaged or faulty when delivered to you, please notify our Customer Care team via email as soon as possible to request an exchange or refund. Damaged or faulty items are eligible for exchange or refund up to 30 calendar days from your order ship date. If the item is still in your possession beyond 30 calendar days from your order ship date, your exchange or refund may be declined at our sole discretion.
How much do you charge for shipping?
We are pleased to offer two service levels with our preferred shipping partner DHL.
• Standard ground shipping with anticipated transit time between five and eight business days for a flat rate of $7.95 USD for orders less than $50 USD before taxes and shipping, and complimentary for all orders of $50 or more before shipping and taxes.
• Express shipping with anticipated transit time of two to three business days for a flat rate of $15 USD.
Do you offer international shipping?
We currently do not offer international shipping.
When will I receive my order?
• Orders placed Monday through Friday before 1 pm (PST) with express service will be processed and shipped that same day with an anticipated delivery in two to three business days depending upon destination.
• Orders placed Monday through Friday with standard service will be shipped within 24 hours of placing the order with an anticipated delivery in five to eight business days depending upon destination.
How can I track my order?
Once your order is in transit, you will receive a shipment confirmation email with the tracking details. You may also track the delivery status along the way by using the DHL portal https://ecommerceportal.dhl.com/track/. Our Customer Care team is also available to answer any questions about your delivery.
What if my package is lost or stolen after delivery?
In the event your package is lost in transit, please contact our Customer Care team as soon as possible and we will do our best to resolve the issue and locate your delivery, or arrange for a replacement or refund. In the event your package is stolen after the carrier confirms delivery, we will not be liable to offer a replacement or a refund for the value of the order.
Do you deliver on Saturday and Sunday?
We do not offer Saturday and Sunday delivery.
Returns and Exchanges
What is your Return Policy?
We love the products we offer but if something just isn’t for you, we are pleased to accept returns on eligible items for a flat return shipping fee of $7.95 USD. Eligible items are those items not marked as final sale and must be received unused, unopened and undamaged within 21 calendar days of your order ship date for a full refund to the original payment method. Returns that do not meet our policy will be sent back to you without a refund.
Kindly note that shipping charges are non-refundable.
Do you charge for return shipping?
We charge a flat fee of $7.95 for return shipping which will be withheld from your final refund.
Do you offer exchanges?
We currently do not offer exchanges.
How do I start a return?
• Please email our Customer Care team at firstname.lastname@example.org to start your return process and include your order number, item(s) being returned and reason.
• Once your return is authorized, you’ll receive step-by-step instructions and a pre-paid shipping label via email. Securely pack the item(s) in its original packaging. Drop off your package at your local USPS as soon as possible to ensure your item(s) arrive at our warehouse no later than 21 calendar days from your original order ship date.
• Returned item(s) are inspected closely before returning to our inventory for quality control purposes. During this time, your return is considered in progress. Returns that do not meet our Policy will be returned to you without a refund.
How long does it take to process my refund?
Once your item(s) have been received and accepted, your refund will be issued. Our team typically processes returns within three business days of the delivery date, however due to COVID-19 health and safety regulations, return processing may be delayed. We appreciate your continued patience while we work to keep our team safe. Once processed, refunds may take up to ten business days to reflect on your account due to the various processing times between payment providers.