FAQ

Welcome! We’ve gathered the answers to common questions here to help you shop with confidence. If you can’t find what you’re looking for, our team at [email protected] is ready to help.

Getting Started (Account & Payment)

Checking Out as a Guest

You’re welcome to place an order without creating an account. However, signing up does come with a few conveniences: a faster checkout experience, the ability to easily review your order status and past purchases, and notifications about new releases and special offers.

Resetting a Forgotten Password

If you can’t recall your password, simply click the “Lost password?” link on the login page. You’ll be taken to a screen where you can set up a new one.

Updating Your Contact Details

If you’ve entered an incorrect email address, or need to update your name or address, reach out to us and we’ll make those changes for you. Please keep in mind that we are unable to modify the details of the order itself.

Understanding Currency Conversion

Every transaction on our site is processed in US Dollars. When your credit card operates in a different currency, the final amount charged will be determined by the daily exchange rate applied by your card issuer on the day they handle the transaction.

Available Payment Options

We process payments through VISA, Mastercard, AMEX, and PayPal. We are unable to accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

How Your Payment Information is Protected

When you make a purchase, your details are entered on a secure SSL-encrypted page and transmitted directly to our credit card provider’s network for authorization. Your credit card information is never stored on our servers.

Managing Your Order (Changes, Cancellations & Addresses)

Requesting a Cancellation

We maintain the right to accept or decline any order after it has been received, even following an order confirmation or credit card authorization. Should we cancel an order, a credit will be issued back to your original payment method. If you decide to cancel an order after it has been placed, a cancellation fee of 30% of the Total Price will apply, regardless of how quickly the cancellation is requested. This fee exists because our payment processor charges us for cancellations. Additionally, once an order has been packed or shipped, it is no longer possible to cancel it.

Entering Your Shipping Address Correctly

All address information must be provided using the English input method, including punctuation. If your address contains non-English characters, please substitute them with the closest English equivalents—for instance, replacing “?” with “c.”

Changing Your Shipping Address Later

After an order has been processed or shipped, the shipping address cannot be updated. We recommend using a residential address rather than a vacation address, as we cannot predict how long a package might be held by your local customs department.

Shipping & Delivery

When Your Order Will Ship

All orders are processed and dispatched from our warehouse. Please allow for additional processing time during holidays and sale seasons.

Choosing a Shipping Method

For details on the available shipping options, please consult our Shipping page.

Tracking Your Package

Once your order has shipped, we’ll send you an email with your tracking information. This typically arrives one day after the shipment goes out, as tracking details usually become available 24 hours later. The overall delivery time depends on the shipping option you selected, and we are not responsible for any delays caused by customs.

Combining Discounts

Promotion and discount codes cannot be combined with other offers, unless the terms of a specific promotion explicitly state otherwise.

Receiving Your Package (Customs, Missing Items, Issues)

About Customs Fees and Taxes

The prices listed on our site are tax-free in US Dollars. When your order arrives, you may be responsible for paying import taxes, duties, and related customs fees, which are determined by your local customs office. These charges are your responsibility, and we are not liable for any delays they may cause. For more information, please contact your local customs office directly.

Qualifying for Free Shipping

Free economy shipping is available for orders that meet the minimum purchase amount, but it does not apply to discounted items, sale products, or oversized and overweight items.

If Something is Missing from Your Delivery

If you discover that an item is missing from your order, please contact us right away.

Making a Return

Starting a Return

If you’d like to return an item, please contact us within 30 days from the date you received your order. Be sure to include your order number and the reason for the return. Our customer service team will review your request and, if it’s approved, provide you with the next steps. For a list of items that are considered final sale, please see our Returns Policy. All returned items must be in their original condition with the packaging intact.

Covering the Cost of Return Shipping

All return shipping fees and any other miscellaneous costs are the responsibility of the customer.

When an Item Arrives Damaged, Incorrect, or Defective

If you receive merchandise that is incorrect, missing, or defective, please contact us within 7 days of receiving your order. Provide your order number along with photographs of the item(s) and all related packaging references. We will do our very best to resolve your case as quickly as possible.

Refunds

How Long the Return Process Takes

Once we receive your return, it may take up to 14 business days to process it. We’ll send you an email confirmation as soon as the return has been processed.

When Your Refund Will Appear

All refunds are credited back to your original form of payment. For credit or debit card payments, the refund will be sent to your card-issuing bank within 7-10 business days after we receive the returned item or cancellation request. If you have questions about when the credit will post to your account, please contact your card-issuing bank. If you haven’t seen the credit yet, reaching out to your bank or credit card company is the best next step, as it can sometimes take a while for the refund to be reflected on your statement.

We hope this guide has been helpful. For any other questions, don’t hesitate to reach out to us at [email protected]. We’re here for you.