FAQ
1. General Questions
What is the status of my order?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
Can I change my order?
We can only change orders that have not been processed for shipping yet.
Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.
To make changes to your order, please reach out to support through the helpdesk.
Where do you ship?
We currently ship within United States only.
For shipping outside of these countries, please reach out to our support through our helpdesk.
How long does it take to ship my order?
Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.
Please allow 5-7 business days for your order to arrive. Feel free to send us a message if you did not receive your order after 2 weeks.
2. Payment
What payment methods do you accept?
You can purchase on our website using a debit card, credit card, or PayPal.
You can choose these payment methods at checkout.
Which currency will I be charged in?
We currently only support USD for charging our customers.
If your credit or debit card uses another currency, then you will be charged in USD. Your bank will apply the corresponding conversation rate of the currency you choose.
3. Shipping
Where do you ship?
We currently ship in United States.
For shipping outside of these countries, please reach out to our support through our helpdesk.
How long does it take to ship my order?
Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.
Please allow 5-7 business days for your order to arrive. Feel free to send us a message if you did not receive your order after 2 weeks.
Do you offer fast shipping?
Sorry, we do not offer expedited shipping.
How can I track my package?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
Additionally, you can track the status of your order from your "order history" section on your account page on the website.
What if I'm not home?
If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.
You may also have to go to your local post office to collect your package in case it cannot be delivered to you.
4. Returns
Do you accept returns?
We do accept returns in respect to the following conditions:
- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 28 days of delivery
- The return is made within 14 days of the return or exchange request
To ask for a return, please contact our support using our helpdesk.
Can I exchange an item?
We do accept exchanges and they follow the same conditions as returns
In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.
Are returns free?
We do not charge a handling fee for returns. However, you will be responsible for the cost to ship the return products back to us. You can refer to the delivery paper within your package to organize your return.
Feel free to contact our support agents through our helpdesk for more details.
How long does it take to process a return?
Returns are confirmed within 14 days of receiving the package at our warehouse.
Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.
5. Other questions
Is there a warranty?
We guarantee any of our products made by us and sold through our online store to be free of defects. We would gladly accept any return or exchange request resulting from a defective item granted they respect the following conditions:
- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 28 days of delivery
- The return is made within 14 days of the return or exchange request
If you have a return or exchange request resulting from a defective item please reach out to our support for more information on how to proceed.