[Locate my Tracking Number]
First, click on the "My Account" Link in the top right-hand corner of our website to access your account.
Information about current and previous orders is accessible 24/7 and will be listed under your account information.
From there you can check the status of a current order.
Once a package has shipped, the tracking number will be listed with the order which allows you to see where the package is in transit.
When a tracking number is generated, an email is also automatically generated and sent with the tracking information.
Occasionally spam filters may cause the email to go into a spam folder.
Check spam mail to see if the information is in this folder
Second, review the tracking information in detail to determine the status of your package(s).
As soon as it is identified there is an issue with a package, the following procedures should be followed.
[My Package is Lost, Missing or Miss-Delivered]
If your package is determined to be lost, missing or miss-delivered:
Contact the carrier with the tracking information and inquire about the status of your package
Contact us via email with the same information
We will assist you to attempt to recover the package. All packages are insured for loss or damage.
Depending on the circumstances, the carrier may be able to recover the package unless it was stolen.
Once a final status of the package is determined, a decision for refund or replacement can be made.
Unfortunately, there is no recourse for a stolen package except to report this to your local law enforcement which is why we require orders over $200 in value to ship Signature Required.
[My Package is Delayed or Stalled]
If your package is determined to be Delayed or Stalled:
Contact the carrier with the tracking information and inquire about the status of your package
If the carrier is unable to locate or resolve your inquiry contact us via email with the same information you provided to the carrier informing us of the carrier’s inability to rectify the situation.
Once we have reviewed the information, if we determine the package to be undeliverable we may be able to file a claim with the carrier to recoup the loss on our end and then determine how to replace/refund the loss on your end as quickly as possible.
[Shipping Delays]
Although we attempt to process and ship orders within 3-4 business days excluding weekends and Holidays this is not an implied guarantee for a turnaround time.
Customers can not choose to cancel an order because they "feel it is taking too long to ship their order�.
This behavior may be considered a breach of our policies and the customer could lose the ability to make any further purchases.
[My Package is Damaged]
If your package is determined to be damaged:
Do not refuse the package.
If possible, request the delivery driver make a note of the damage.
Take pictures of the box both before it is opened and once it is opened.
Depending on the contents, use appropriate safety precautions when opening the package.
Send us email with all the following information:
Your name
Order number
Description of damage to the package, both exterior and interior
Estimated list of items that need to be replaced and quantity or size (IE:50% of the product)
Any missing or lost items
Pictures of the damage(s) and product loss
Retain the box and its contents until instructed to discard. (The carrier takes approximately 2 weeks to investigates damage claims)
Once we have reviewed the email documentation, we will file a claim with the carrier to recoup the loss on our end and assess damages to determine how to replace/refund the loss on your end as quickly as possible.
[I Still Need Help Finding My Package]
Information about orders is addressed in this Help Section.
Please review this online information for assistance.
If you are unable to find the answer to your question in this Help Section You can contact us via email at [email protected].
If your package is determined to be damaged:
Do not refuse the package.
If possible, request the delivery driver make a note of the damage.
Take pictures of the box both before it is opened and once it is opened.
Depending on the contents, use appropriate safety precautions when opening the package.
Send us email with all the following information:
Your name
Order number
Description of damage to the package, both exterior and interior
Estimated list of items that need to be replaced and quantity or size (IE:50% of the product)
Any missing or lost items
Pictures of the damage(s) and product loss
Retain the box and its contents until instructed to discard. (The carrier takes approximately 2 weeks to investigates damage claims)
Once we have reviewed the email documentation, we will file a claim with the carrier to recoup the loss on our end and assess damages to determine how to replace/refund the loss on your end as quickly as possible.
If your order was canceled it is likely for one of the reasons listed below:
You ordered an item that we do not have in stock or is currently on backorder.
Our automated fraud system alerted because:
Billing and shipping addresses don’t match the credit card information
An IP address from an area different than the billing or shipping address was detected when placing the order
The name on the credit card used differs from the name provided for the billing information
Multiple orders by the same individual (especially in a short period of time)
The order contains large quantities of the same product or totals to very large dollar amounts (Higher than normal order total compared to your average order size)
Your order was placed by, or shipped/billed to a customer outside of the USA.
We do not sell or ship outside the United States.
You have breached the rules outlined in our policies and are not eligible to place an order with us.
Your account has been flagged and we need to discuss this issue with you.
If you are having difficulty placing an order on our website it may be for one of the reasons below:
Our website requires customers to create an account to place an order.
Shipping and/or billing address outside of the United States
You have breached the rules outlined in our policies and are not eligible to place an order with us.
Your account has been flagged and we need to discuss this issue with you.
Please make sure you are attempting to place an order while logged into your customer account, using both a shipping and billing address that are located within the United States and reading all information carefully line by line to ensure you are inputting all of the required information.
If while placing your order you are using a shipping or billing address outside of the United States the order will not go through because we do not ship out of the United States.
If you are still experiencing complications placing an order please email us at [email protected] for assistance.