ORDERING & PAYMENT
What methods of payment are accepted?
We accept PAYPAL,Visa, MasterCard, Amex, Discover, and Apple Pay on mobile. We do not accept, personal checks, money orders, or direct bank transfers.
How safe is my personal information if I order online?
Shopping on our online store is safe and secure. Your orders are processed through BrainTree and we do not store your financial information.
When will my credit card be charged?
Most accounts are charged within 24 hours of receiving your order confirmation. Depending on your bank, once a credit card authorization is received the funds may be reserved up to 30 days (take a look at your bank’s fine print to see what their policy is). If you’re paying with a debit card, you might want to first confirm with your bank if there are limitations on daily withdrawal amounts on your card.
Can I order by phone?
We are so sorry, but we’re not taking orders over the phone right now. You can order directly from our online website and on your smartphone, if you’d like. If you have any trouble placing your order online, just shoot us an email at firstname.lastname@example.org.
How do I change or cancel my order?
Unfortunately we do not provide cancellations.
Can I add an item to an order I just made?
We’ve all been there—you forgot to add something you really like to your order. However, we can’t add or delete items from an order once a confirmation has been sent so, if that’s the case, you’ll need to place a new order for those additional items and return the other order.
What should I do if my order won’t go through?
If your order isn’t going through, you’ll see an error message. Oftentimes, the message will show a discrepancy with the billing address for your credit card, so take a moment to check that your billing information is totally accurate. If that doesn’t resolve the problem, try using a different Web browser or device, or contact your bank directly to notify them of your pending transaction. (If you make multiple attempts to complete your purchase, your banking institution could block the transaction as it may trigger a fraud alert.)
My credit card was charged twice. What do I do?
If you’ve just placed your order, there’s nothing to worry about: What you’re seeing on your bank account is a “preauthorization”(translation: a common bank practice when handling credit card transactions to ensure sufficient funds and account authenticity). Depending on your bank, this authorization usually clears within 48 to 72 hours.
However, if your order was never processed and/or no confirmation was issued, this pending hold will generally drop off in 3 to 5 business days. Our pro tip: Click the “Place Order” button only once to avoid multiple authorizations (you will only be charged one time for your order even if you have multiple authorizations).
When will my order ship?
We do our best to get things organized and out the door quickly. Orders are packed and shipped Monday through Friday only. An order placed by noon EST & 3pm PST is usually processed the same day - 72 hours, though our policy is officially 5 days from receipt of order.
Orders placed on the weekend and holidays are processed on the nextbusiness day. Express shipping orders placed Monday through Friday (excluding holidays) before 1 p.m. EST, will be shipped the sameday. Orders placed after 1 p.m. may be sent the following day.
If we’re unable to process your order due to inaccurate or incomplete payment or address info, your order processing will be suspended for a maximum of 5 business days or until we hear back from you (whichever comes first). If we’re not able to make contact with you or confirm those missing details, your order will be cancelled and a full refund will be issued if your account was charged.
My order status says “Unfulfilled.” What does that mean?
“Unfulfilled” just means your order has been received and is being processed. Once your order is packed up and ready to go, the status will be changed to “Fulfilled.” Of course, we’ll give you a heads up about your order’s status change via email, along with your tracking number.
How will I know when my order has been shipped?
You’ll receive an email notification with your tracking number as soon as your order has been packed up and sent out. Packages are only picked up once a day, at 5 p.m. EST.
How do I track my order?
You can start to track your package the day after you place your order. Just copy and paste the tracking number provided in your shipping email confirmation into the delivery company's website.
RETURNS, EXCHANGES & REFUNDS
Your happiness is our goal. If you are not completely happy with your order, please reach out to us at email@example.com to get further instructions.