Help & FAQs
Why didn't I receive my Order Confirmation email?
First things first - make sure to check your spam folder!
Check the status of your order here!
If you didn't receive your Order or Shipment Confirmation email, please contact us via our customer service and we can confirm the email address associated with your account.
We often find that incorrectly types email addresses are often cause of missing emails.
Changing or cancelling your order
When you submit an order through our checkout page, it begins to process and can’t be changed or cancelled.
If an item on your order has been moved to backorder status and you would like to make changes, please contact us as soon as possible.
How can I check the status of my order?
Following is the way to check the status of your order:
Log into My Account and review your order history.
Note: It may take up to 48 hours after an order has shipped for tracking information to appear. If "Track Item" is not shown next to each of your items ordered, your order is still being prepared. You will receive a Shipment Confirmation Email once your items ship and can then sign up to receive text alerts for tracking updates.
Cancelled item(s) / order
Sometimes orders or items from an order are cancelled by our system. The reasons vary from errors in billing information to items that have sold out. If, for any reason, your order or items are cancelled, we will email you with a detailed explanation.
You will not be billed for any cancelled items. On cases you are billed, refunds will be done to your mode of payment.
PLEASE NOTE: When you submit an order through our checkout page, it begins to process and can’t be changed or cancelled.
Why is my credit card information not being accepted?
If you get an error message about a credit card failure after attempting to submit an order, you may want to check the following:
- Ensure that there are no typos or misspellings in your name, street address, city, state and post code.
Verify that your billing name (including middle initial) and address on your credit card bill is exactly the same as you have entered. Check a mailed statement to be sure.
Try re-entering your CID or security code. If your card is saved, try entering it as a new card.
NOTE: With each submission, you may place another hold on your funds for the total amount of the order. If this happens, those authorizations will drop off your account within 1-8 business days, but up to 30 depending on your issuing bank. Please contact your bank for further questions.
How do I update my mailing address?
When you submit an order through our checkout page, it begins to process and your address can’t be changed. Before submitting the order, please ensure all information are correct. We apologize for any inconvenience.
What if I received the wrong item from my online order?
If your order arrives with a wrong item, please email us at email@example.com. We will be happy to take a look at your order and discuss options!
Why didn’t I receive an invoice with my order?
We are working to provide a paperless experience. Don’t worry! You can find all of your order information using My Orders in your online account or your email's spam folder.
Need to make a return? Follow our return by mail option.
Are prices the same online all the time?
All pricing promotions and product availability are subject to change as and when needed.
What are your current offers and promotions?
Please refer to our products section for more details.
From time to time, we may make available promotional offers on the Website and in such cases specific terms and conditions will apply. Such offers may be time-limited and orders may not qualify if they have not been fully processed by you within the stated time period. Offers may not be combined with other promotions, offers and voucher codes unless otherwise specifically stated. We reserve the right to amend or terminate a promotion at any time without notice.