HELP:

SHIPPING

 

MY TRACKING SAYS MY ORDER WAS DELIVERED, BUT I HAVEN’T GOTTEN IT YET. WHERE IS IT?

  • SOME CARRIERS WILL MARK A PACKAGE AS DELIVERED BEFORE THEY ACTUALLY DELIVER IT. THOUGH UNUSUAL, THIS CAN HAPPEN UP TO 5 DAYS BEFORE AN ITEM IS ACTUALLY DELIVERED. YOU CAN TRY CONTACTING THE CARRIER TO GET BETTER INSIGHT INTO THE DELAY. IF YOU STILL HAVEN’T RECEIVED YOUR PACKAGE AFTER 5 DAYS, AND YOU’VE CHECKED WITH YOUR NEIGHBORS AND STILL DON’T HAVE IT, PLEASE REACH OUT TO US HERE AND WE’LL DO OUR BEST TO HELP!

 

 

I RECEIVED NOTIFICATION MY ORDER WAS SHIPPED BUT I STILL HAVE NOT RECEIVED IT AND MY TRACKING INFO DOES NOT INDICATE THE PACKAGE WAS DELIVERED.

  • IF YOUR SHIPMENT TRACKING LINK FOR YOUR ORDER HAS NOT BEEN UPDATED BEYOND THE “PRE-SHIPMENT” OR “LABEL CREATED” STAGE IN 2 WEEKS, PLEASE CONTACT US SO WE CAN LOOK INTO IT FOR YOU.
  • YOU HAVE UP TO 30 DAYS FROM THE DATE OF SHIPMENT TO CLAIM YOUR PACKAGE AS LOST IN ORDER TO RECEIVE A RESHIPMENT IF STOCK PERMITS OR REFUND FOR YOUR MISSING ITEM(S).
  • PLEASE NOTE THAT WE ARE NOT RESPONSIBLE FOR PACKAGES LOST DUE TO AN INCORRECT SHIPPING ADDRESS BEING PROVIDED WITH YOUR ORDER. SHIPPING DELAYS WILL OCCUR IF YOU PROVIDE AN INCORRECT ADDRESS AT CHECKOUT.

 

 

WHAT DO I NEED TO KNOW ABOUT CUSTOMS FEES?

  • DEPENDING ON YOUR COUNTRY, YOU MAY BE CHARGED CUSTOMS/IMPORT FEES. CUSTOMS CHARGES AND FEES ARE THE SOLE RESPONSIBILITY OF THE PURCHASER; WE ARE NOT RESPONSIBLE FOR ANY ADDITIONAL CUSTOMS CHARGES OR FEES ONCE YOUR PACKAGE HAS LEFT OUR FACILITY.
  • IF CUSTOMS FEES AND CHARGES ARE REFUSED AT THE TIME OF DELIVERY, YOUR ORDER WILL BE RETURNED TO US. ONCE WE RECEIVE YOUR PACKAGE, WE CAN REFUND YOU FOR YOUR PURCHASE. IF YOU ARE UNFAMILIAR WITH CUSTOMS FEES AND CHARGES, PLEASE CONTACT YOUR LOCAL POSTAL OR CUSTOMS OFFICE FOR MORE INFORMATION.

 

 

MY TRACKING LINK SAYS “LABEL CREATED” BUT HASN’T UPDATED. WHAT DO I DO?

  • WE TYPICALLY REFER TO THIS STAGE AS “PRE-SHIPMENT”. THIS COULD MEAN A COUPLE OF THINGS:
    • YOUR ORDER HAS BEEN PACKED AND IS READY FOR SHIPMENT BUT THE CARRIER HAS NOT YET PICKED IT UP FROM THE FULFILLMENT CENTER
    • THE CARRIER HAS PICKED UP YOUR PACKAGE BUT HAS NOT SCANNED IT INTO THEIR SYSTEM YET
      • IF THE STATUS DOES NOT UPDATE WITHIN 7 DAYS, PLEASE REACH OUT DIRECTLY TO THE CARRIER
      • IF THE CARRIER IS UNABLE TO PROVIDE AN UPDATE, PLEASE CONTACT US SO THAT WE MAY HELP

 

 

WHEN WILL I GET TRACKING INFORMATION?

  • TRACKING INFORMATION WILL BE SENT VIA E-MAIL ONCE YOUR PACKAGE IS PROCESSED FOR SHIPMENT. MAKE SURE TO CHECK ALL INBOXES, INCLUDING YOUR SPAM FOLDER, IF YOU CAN’T FIND YOUR SHIPPING CONFIRMATION. 
  • PLEASE NOTE IT CAN TAKE UP TO 3 DAYS FOR YOUR INITIAL TRACKING INFORMATION STATUS TO UPDATE.

WHEN WILL MY ORDER SHIP?

  • IN MOST CASES, EXCLUDING PRE-ORDERS, ORDERS SHIP WITHIN 2-3 BUSINESS DAYS. SHIPPING AND DELIVERY DATES AREN’T GUARANTEED UNLESS OTHERWISE NOTED.
  • PRE-ORDERED ITEMS ARE NOT AVAILABLE TO SHIP AT THE TIME OF PURCHASE. SHIPPING TIMELINES ON PRE-ORDERS ARE DETAILED IN THE PRODUCT DESCRIPTION, AS WELL AS IN YOUR CONFIRMATION EMAIL. 
    • NOTE THAT UNLESS OTHERWISE NOTED, OR THE OPTION TO SHIP ITEMS SEPARATELY AS THEY BECOME AVAILABLE IS SELECTED AT CHECKOUT, ANY ORDER THAT INCLUDES A PRE-ORDER ITEM WILL NOT SHIP UNTIL ALL ITEMS ARE AVAILABLE.
  • PLEASE CHECK YOUR CONFIRMATION EMAIL FOR DETAILS ON WHEN PRE-ORDER ITEMS WILL SHIP. SHIPPING AND DELIVERY DATES ON THESE ITEMS ARE NOT GUARANTEED UNLESS OTHERWISE NOTED.
  • WHILE WE MAKE EVERY EFFORT TO COMMUNICATE ACCURATE DELIVERY ESTIMATES AROUND YOUR ORDERS, UNANTICIPATED PRODUCTION DELAYS FOR PRE-ORDER AND LIMITED EDITION ITEMS DO HAPPEN. IF AN ITEM IN YOUR ORDER HAS BEEN AFFECTED BY A PRODUCTION DELAY, WE WILL NOTIFY YOU VIA EMAIL AS SOON AS POSSIBLE.