FAQ

We’ve organized the most common questions around how to place, pay for, receive, and return your order. If you need to check a specific detail, you can jump directly to the section that matches your situation.

Placing and Managing Your Order

You can complete a purchase as a guest without creating an account. However, registering gives you a faster checkout, access to your order status and history, and notifications about new releases and promotions. If you forget your password, the login page includes a “Lost password?” link that takes you to a reset screen.

Entering an incorrect email address during checkout is fixable. Reach out to us and we can update your email, name, and address on file. The order itself cannot be modified once placed. When it comes to canceling, we retain the right to accept or decline any order after it is received, even following an order confirmation or credit card authorization. If an authorized order is canceled, a credit goes back to the original payment method. Any cancellation initiated after the order is placed carries a 30% fee on the Total Price, regardless of how quickly it is requested, because the payment processor charges us for cancellations. Once an order has been packed or shipped, cancellation is no longer possible.

All address details must be entered using the English input method, including punctuation. Replace any non-English letters with similar English characters—for instance, “?” becomes “c.” After an order is processed or shipped, the shipping address cannot be changed. We recommend using a residential address rather than a vacation address, since customs hold times are unpredictable.

Payment and Security

All transactions are processed in US Dollars. If your credit card operates in a different currency, the final amount is calculated using the daily exchange rate on the date your card issuer handles the transaction. We accept VISA, Mastercard, AMEX, and PayPal. Personal checks, money orders, direct bank transfers, debit card payments, and cash on delivery are not accepted.

When you pay online, your information is entered on an SSL-secured page. It is SSL-encrypted and transmitted directly to our credit card provider’s network for authorization. Your credit card details are never stored on our servers.

Shipping and Delivery

All orders are processed and shipped from our warehouse. During holidays and sale seasons, extra processing time may be needed. Delivery time depends on the shipping option you select. Tracking information is emailed as soon as the order ships; typically, you will receive it one day after shipping, since tracking data becomes available roughly 24 hours later. We are not responsible for delays caused by your country’s customs department. For details on available shipping methods, please refer to our Shipping page.

If items are missing from your order, contact us immediately. Promotion and discount codes cannot be combined with other promotions or discounts unless explicitly stated otherwise. Free shipping is available on orders that meet the minimum amount, excluding discounted items, sale products, and oversized or overweight goods. Orders qualifying for free shipping are sent via economy shipping.

Customs and Duties

Prices shown on our site are tax-free in US Dollars. You may be responsible for duties and taxes upon delivery. Import taxes, duties, and customs fees are set by your local customs office and are your responsibility. We do not cover these charges and are not liable for customs-related delays. For specific information, contact your local customs office directly.

Returns and Refunds

To start a return, contact us within 30 days of receiving your order. Provide your order number and the reason for the return. Our customer service team reviews each request and sends further instructions if the return is approved. All returned items must be in original condition with intact packaging. Final sale items are subject to our Returns Policy. Return shipping fees and any other miscellaneous costs are the customer’s responsibility.

If you received merchandise that is incorrect, missing, or defective, contact us within 7 days of delivery. Include your order number, photographs of the items, and all related references from the package. We will work to resolve the issue as quickly as possible.

Processing a return can take up to 14 business days from the day we receive it. We will email you a confirmation once the return is processed. Refunds are credited to the original form of payment. For credit or debit card payments, the refund is sent to the card-issuing bank within 7–10 business days of receiving the returned item or cancellation request. The time it takes for the credit to appear on your account depends on the bank. If you have not yet seen the credit, contact your bank or credit card company, as posting can take additional time.