I want to return my purchase! What do I do?
What you will need to do is first, log into your account. If you are already logged in, Simply click on "My Account" at the top-right of our website.
When logged in, click on the returns button below your address information.
From here, confirm your email address and the corresponding order number where the item you'd like to return is associated. Fill up all the necessary information for your request. Please be sure to include a brief summary of your situation. Once submitted, we will review your request, and respond to you there with further instructions.
How do I make a return of exchange if I do not have an account?
If you completed your order as a guest, just contact our Customer Service Department to further assist you! You can reach them via firstname.lastname@example.org or just give them a call at 855-362-9464 ext. 1.
How long does it take for me to get a refund?
We process refunds daily. Depending on your bank, it takes about 1-3 days for your refund to reflect on to your statement.
When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
There are many reasons why a charge could be declined.
Confirm your credit card number, expiration date, and billing address were entered correctly. We recommend you recheck the information you entered. If the card used is not yours we recommend you contact the card owner to verify the information. Also check with your bank about adjusting daily withdrawal or purchase limits. Payment declines may be due to these limits set by your bank.
Why is there a pending charge on my account?
When a charge is declined it will show on your bank account as a pending/processing charge. All banks and credit card companies still show it on your account for up to 3-7 business days. This gives the banks and credit card companies time to verify the charge and go through their procedures. After that time passes the charge will be removed from your account by the bank or credit card company.
What are your shipping and return policies?
We must be notified of the return within 14 days of your receipt of the product.
The product must still be in UNUSED AND BRAND NEW CONDITION. If the product is used and broken, we will not be able to accept it back. If opened and/or un-sellable merchandise is returned to us we cannot refund the merchandise and we will not be able to reimburse you for shipping. If the item's factory seal is broken, we cannot accept the item back. Please pack your returns carefully.
If the return was due to an error of ours (for instance, we accidentally sent the wrong merchandise), we will accept responsibility for all shipping costs related to the return and will provide a paid USPS return shipping label. When shipping back the incorrect item to us, please use USPS 1st Class Mail or Priority Mail and get a tracking number. If the package is too large or very valuable, please contact us so that we may arrange the return.
You can find our full return/exchange policy here.
Do you match prices if an item goes on sale after my purchase?
Yes! If an item you order from us goes on sale within 10 days of your original purchase, just contact us anytime during that 10 day time frame and we'll be happy to refund the difference to your original method of payment. This does not apply to holiday and flash sales.
l'd like to return/exchange a gift that was sent to me. How do I do that?
Just provide us with the order number and name for the purchase and we can store credit you for the amount of your order! We can also exchange your item for a different size or color.
How can I view the balance of my gift cart?
You can view your balance of your gift card by clicking the link in the email sent when it was purchased. If for some reason, you lost that email and need help, feel free to contact us at email@example.com or (855)-362-9464. logging into your account, selecting 'My Account', on the left hand side under account dashboard, there will be a link for 'My Credit' which you can then view your balance.
How do I use a coupon or gift card during checkout?
To use a gift card or coupon code, simply proceed with the checkout process. In between the items in your cart and the amount due, you can enter the coupon or gift card code and apply to your order.
Why is my tracking number not working/not found?
You receive a confirmation email along with a tracking number almost immediately after your package has been completed and shipped. Please keep in mind it does take 24-48 hours for USPS to update your tracking information.
Why is the charge on my account different than the price shown on my confirmation email? (International orders (CAD, AUS, etc.))
All of our prices on our website are listed as USD. Please keep in mind international orders have a currency conversion rate which is the reason you are seeing a difference in charge to your account.
If you have any further questions that haven't been answered in our FAQs hit us up at firstname.lastname@example.org.