FAQs
What is your cancellation policy?
Please contact our team with your cancellation request as soon as possible. You will receive confirmation of your cancellation if we're able to make it happen.
We may not be able to cancel your order as it might already be in processing or shipment.
If you have already received an order confirmation email, it may be impossible to cancel your order. However, you can always request a return or exchange once your order arrives.
How do I cancel my order?
Please contact our customer service team to cancel your order. Please include your order number and the reason for cancellation in your message.
Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.
How do I track my order?
Once your order has been placed and processed, you will receive a confirmation email with your order details.
Tracking information may not be immediately available after your order is placed. You will receive a shipping confirmation update with tracking details once your package leaves our facility. If you don't see any updates right away, please be patient and check back later.
How do I start a return?
Returns must be initiated within 30 days of receiving your order. Items must be unused and in the original packaging.
Return by mail
Reach out to our customer support team to initiate the return process with your order number and details about the item you wish to return.
Refund process
Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method.
Non-Returnable items
Certain items may not be eligible for return due to hygiene, final sale, or other reasons. These items will be clearly marked on the product page.
What's your return policy?
Our return policy allows returns or exchanges for unopened products in their original condition purchased in the last 30 days.
You can expect your refund to be processed up to one week after our returns department receives the returned item. If you'd like to start a return or exchange, please reach out to our customer support team.
How do I apply promo/discount codes?
To apply a promo or discount code:
• Proceed to checkout and enter your code in the ['Discount Code'] field.
• Click ['Apply'] to see your new total before finalizing your order.
• Only one code can be used per order.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.
Can I edit or add anything to my order?
What do I do if my item(s) arrives damaged?
We're sorry your item(s) have damage!
Some items break during shipment. We'll do our best to help. Please email our team with an image of your damaged item for further assistance.
While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can!
What do I do if I receive the wrong item in my order?
We are sorry to hear you received the wrong item in your order! Please report your order issue to our team immediately for further assistance.
Include your order number, full name, and a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.
While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!
My order was marked delivered but it's not here.
If no one was home at the time of delivery, the carrier will leave the package in a safe location. Be sure to check around your home and with neighbors/building management who may have collected the package for you.
Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location. On some occasions, packages may be marked as delivered but take additional time to arrive.
If you still are unable to locate the package, please reach out to the carrier. If you need additional assistance, please email our team.
Where do you ship from?
Shipping Information
Our hours of operation for shipping are Monday through Friday, 8 a.m. to 6 p.m. PST, excluding weekends and major USA holidays. Orders will ship 4-8 business day after you order. *NOTE: These timelines do not apply during restocks, new releases & special promotions. Please refer to your order confirmation email for specific shipping details!
Transit times will vary based upon a few different conditions, including but not limited to:
Total distance between us and you
Whether your parcel is a domestic (USA) or international (everywhere else) shipment
What delivery method you select
ESTIMATED transit times are as follows. Please note that this time frame is an estimate and not a guarantee.
DOMESTIC:
First Class: 7-10 Business Days
Priority Mail: 5-7 Business Days
UPS Ground: 2-5 business days
DHL eCommerce: 3-8 business days
INTERNATIONAL (Does NOT account for time spent at customs, border inspection facilities, etc):
Standard Post (DHL eCommerce): 7-13 Business Days
DHL eCommerce International Priority 4-12 Business Days
Any inquiries regarding the exact location of your package should be made to the carrier directly. Our customer service agents only have as much information as can be seen by you through your tracking number.
Why can't you ship to my address?
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