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For all domestic orders, if an item is missing, damaged or you are not satisfied with it, you may write our Online Service Center by clicking here within 30 days of your purchase.
We will update you as soon as your request has been processed or contact you by email if any additional information is required to process your request. In certain situations, descriptions and/or photos may be required.
- Note that any request for a refund or replacement may be subject to review by our Customer Service team; completing the submission process is not a guarantee that it will be approved.
- Replacements are subject to availability and will be shipped at no additional cost.
- Refunds are issued to your original payment method for the purchase price of the item. If any promo codes were applied to the order or if the item was purchased on sale, you’ll be refunded the amount that you paid after any applied discounts. Please allow 2-3 business days for the refund to reflect in your account, depending on your financial institution.
- To be eligible for refund or replacement, the request must be made within 30 days of purchase.
What if I received a damaged or defective item?
We follow strict packing processes and utilize effective materials to ensure your items stay protected on their way to you. Unfortunately, ship happens and it’s possible that your package might incur damage during shipment. In some rare cases, an item may be defective.
If you receive a damaged or defective item in your order, please request a refund or replacement by email clicking here and wait until your request is approved before discarding any damaged boxes, packaging, or products, as we may request pictures of any damages to help in the processing of your request.
Pictures of the damaged product or order in the condition it was received help our packing teams improve. If any additional information is required to process your request, we will contact you by email.
What if an item is missing, or if I received the incorrect item?
Missing item:
If your order is missing an item, it may have shipped separately from a different fulfillment center and arrive in a different box at a later date. You can track each package and see which products were shipped in each box.
If all boxes for your order have been delivered and an item listed in the enclosed packing slip is missing from your order, you can request a refund or replacement by email clicking here.
Incorrect item:
If you received an incorrect item in your order, please contact us by email clicking here. If the product you received is similar to the product pictured online, you may have received an updated version of the product with a new label and/or similar name. We may request pictures of the product you received to help in the processing of your refund or replacement request.
Can I cancel or edit my order?
Depending on the status of your order, you can request to cancel or edit your order by contacting Customer Service clicking here for assistance. Note that items cannot be added to your order after it has been placed, even by our team.
What if I entered the incorrect shipping address?
Please contact us by mail clicking here immediately and we’ll do everything we can to update your order to ship to the correct address. However, depending on the status of the order and the shipping method, we may not be able to update your shipping address, re-route your package or ensure successful delivery of your order.
We strongly recommend that you review the details of your order to ensure the address information is correct before submitting the order; we cannot offer refunds or replacements on orders for which the incorrect shipping address was entered at checkout.
What if an item is canceled from my order?
Occasionally, item(s) or orders may be canceled by us for various reasons, including (but not limited to):
- Item(s) out of stock and unavailable for shipment
- Issues in processing your payment information
If your order or item(s) in your order are canceled, we’ll send an email notification listing the reason for cancellation. You will not be charged for any canceled items that are not shipped.
What if the item I receive is expired?
We follow specific protocol, including conducting frequent inventory checks, to ensure we’re delivering you the freshest items possible. In the unlikely event that you receive an item that’s expired, please contact us directly so we can solve the issue and investigate the inventory of the item in question.
What if my package shows as “Delivered” but I did not receive it?
If your order status or tracking details show that your package was delivered, but you can’t locate it, we recommend waiting at least 24 hours before taking action, as order status or tracking details may sometimes be changed ahead of a package’s delivery. Once that time has passed, try the following:
- Look for a notice of attempted delivery.
- Check nearby spots where the package may have been left.
- Ask a neighbor if they accepted a delivery on your behalf.
- Verify the shipping address on your order to ensure it was correct.
If you’ve followed the above steps and your package still cannot be located, please contact us directly clicking here so we can help.
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