FAQ

Navigating a purchase from start to finish often raises questions. The following details cover the typical journey, from the moment you consider an order to the point where a refund is issued.

Before You Order

Creating an account is not a requirement for placing an order; guest checkout is available. For those who choose to register, the benefits include a faster checkout experience, the ability to monitor order status and review past purchases, and receiving notifications about new releases and special promotions. If you encounter a forgotten password, the login page provides a “Lost password?” link that redirects to a password creation page.

Placing & Changing Your Order

All address details must be entered using the English input method, including punctuation. Non-English characters should be substituted with similar English equivalents, such as replacing “?” with “c”. Once an order is processed or shipped, the shipping address cannot be modified. Using a residential address is advisable, as vacation addresses may lead to unpredictable customs hold times.

We maintain the right to accept or decline an order at any point after it is received, even following confirmation or payment authorization. Should a cancellation occur after authorization, a credit is issued to the original payment method. If you decide to cancel after placing an order, a cancellation fee of 30% of the Total Price applies, regardless of how quickly the cancellation is requested, due to fees charged by the merchant processor and credit card networks. Orders that have already been packed or shipped are not eligible for cancellation.

We can assist with updating your email address, name, and address on file, but the order itself cannot be altered. Promotion and discount codes are limited to one per order and cannot be combined with other offers unless explicitly stated otherwise.

Payment & Security

All transactions are conducted in US Dollars. If your credit card uses a different currency, the final amount is calculated according to the daily exchange rate on the date your card issuer processes the transaction. Accepted payment methods include VISA, Mastercard, AMEX, and PayPal. Personal checks, money orders, direct bank transfers, debit card payments, and cash on delivery are not accepted.

During an online purchase, your information is entered on an SSL secure web page. It is SSL-encrypted and transmitted directly to the credit card provider’s network for authorization and approval. Your credit card information is not stored on our servers.

Shipping & Delivery

Orders are handled and shipped from our warehouse. Additional processing time is necessary during holidays and sale seasons. The delivery time depends on the shipping option selected. Tracking information is emailed the day after shipping, as it typically becomes available 24 hours later. We are not responsible for delays caused by the customs department in your country.

Free shipping is available for orders that meet the minimum amount requirement, excluding discounted products, sale products, and oversized or overweight items. These shipments are sent via economy shipping.

Customs & Taxes

Prices are displayed tax-free in US Dollars. Upon arrival, you may be responsible for paying duties and taxes. Import taxes, duties, and related customs fees are determined by your local customs office and are your responsibility. We do not cover these charges and are not responsible for customs delays. For more information, contact your local customs office.

If Something Goes Wrong

If items are missing from your order, reach out to us immediately. For merchandise that arrives defective, incorrect, or damaged, you must contact us within 7 days of receiving the order. Include your order number, photographs of the items, and all relevant references upon receiving your package. We will work to resolve the matter as quickly as possible.

Returning an Item

A return request must be initiated within 15 days of receiving your order. Provide your order number and the reason for the return. Our customer service team will review the request and, if approved, send further instructions. All returned items must be in their original condition with packaging intact. A list of final sale items can be found in our Returns Policy.

Return shipping fees and any other miscellaneous costs are the responsibility of the customer. Processing a return can take up to 14 business days from the day we receive it. A confirmation email will be sent once the return is processed.

Getting Your Money Back

Refunds are credited to the original form of payment. For credit or debit card payments, the refund is sent to the card-issuing bank within 7-10 business days of receiving the returned item or cancellation request. For questions about when the credit will appear on your account, contact the card-issuing bank directly. If a credit has not yet appeared, it may take some time for the bank to post it.