Frequently Asked Questions

How do I find the status of my order?
To find the status of your outstanding orders, please click the “Account” link located at the bottom of every page of our website. Then, log-in using the email address and password you provided when you placed your initial order. Under “My Orders” click “View the orders I have made” and you will see your order history and the order status of each order.

What do the order status classifications mean?
Orders are classified into seven different categories representing where in the fulfillment cycle your order currently stands.

• Received
  Your order was successfully placed online and is in the queue to be processed by our warehouse.
  
  
• In Process
  Your order is in the process of being filled by our warehouse and is in the picking and packing stage.
  
  
• Shipped
  Your order has shipped and a Shipment Confirmation including a tracking number was emailed to you.
  
  
• Partial Shipment
  Your order has shipped incomplete. One or more of your items will ship separately. A Shipment Confirmation email (including any tracking information) was emailed to you for the items shipped.
  
  
• Canceled
  Your order was canceled at your request.
  
  
• Backordered
  One or more of your items are in backorder status and we emailed you to inquire if you preferred to wait for our next shipment or cancel your order. Please contact Customer Service with your preference.
  
  
• On Hold
  Your order is currently on hold pending a confirmation or correction of your shipping information. Please contact Customer Service to complete your order.

   

How do I change or cancel my order?
Please contact us via email at Customer Service immediately if you need to change or cancel your order. Please be advised that some orders are shipped very soon after placement and it will not always be possible to make changes.

What do you charge for standard shipping an order?
All orders shipped to a destination within the United States are shipped free of charge. International shipments are charged at the prevailing UPS International rate.

What are the shipping charges for returning an order?
For orders that are returned due to a damaged or defective item at delivery, there are no return shipping charges. We will incur that expense. For items that are returned simply due to buyer remorse, we will ask you to kindly pay to return the item back to us.

How long will it be before I receive my order?
On all orders receiving our free ground shipping service, your order is expected to ship within 2 business days of ordering. You should then expect to receive your delivery within 3 or 4 business days if shipped within the continental USA. For orders to Alaska and Hawaii, please expect an additional day of travel.

Can I expedite my shipping?
Yes, you may expedite the shipping of your order. During the checkout process, you will be given the option to upgrade from our standard free UPS Ground Service to a faster delivery method. The applicable charges for each upgraded option to your specific shipping location will also be shown at that time.

Do you ship to addresses outside the United States?
Yes, we accept internationl orders. If you are having trouble checking out using an international delivery address, please email us and we can take your order manually.

I want to return my purchase! What do I do?
You may return your items for a full refund within 30 days of delivery. Products must be unused, with original tags and in the condition you received them to receive a full refund.

To process a return, email us at Customer Service.

What forms of payment do you accept?
We currently accept Visa, MasterCard, Discover, American Express and PayPal for all orders.

How do I order items with a Cashier's Check, Money Order or Wire Transfer?
To place an order with an alternate form of payment, please email us at Customer Service and we will take your order manually.

When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
Please double check the credit card number and expiration date on your card. Also, please be aware that we currently only accept Visa, MasterCard, Discover, and American Express for credit card payment.

If this problem continues, please email us at Customer Service and we will take your order manually.

Do you have a catalog?
Currently, we have only our online catalog and we do not have a physical catalog for distribution.

What are cookies? Do I need to enable cookies on my browser to shop at your website?
A cookie is a small amount of data that is sent to your browser from a web site and is stored on your hard drive. If your browser preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.

You need to enable cookies on your browser to enjoy all of our shopping features. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended.

My card was declined, but it looks like you charged my account. What happened?
When a credit or debit card is declined, due to an incorrect date for example, the transaction is voided but the authorization remains. The authorized amount reserved against the credit limit of your card will remain for a predefined period of time until it is released by your credit card company. Your credit card company does this so fraudulent users of your card cannot randomly try to process transactions until they find the right combinations of numbers, dates and addresses.

For example, if you repeatedly enter an incorrect zip code, the preauthorized amounts may sum up to reach or exceed your credit limit. Even though you have not actually made a purchase with us, future transactions will be declined because the credit limit has been reached.

Unfortunately, when this happens, we cannot remove these authorizations that are held on your credit card. You may contact your credit card company directly, however, by calling the number on the back of your card and asking them to remove the declined authorizations immediately, or you may simply wait until they are removed automatically by your card company (usually within 3 business days).