- Frequently Asked Questions
Frequently Asked Questions
MY PAYMENT FAILED TO PROCESS?
If you are getting this error, 99% of the time, you have the wrong BILLING ADDRESS & ZIP CODE during check out. Please check with your bank or credit card company to ensure you have the correct billing zip code. This leads to our next frequently asked question.
MY PAYMENT FAILED TO PROCESS BUT MY CARD WAS STILL CHARGED?
Don't worry, it's just a hold. If your payment failed to process, and you do not continue with the purchase, the hold will be credited back to your card within 48-72 hours (depending on your bank).
WHY CAN'T MY ITEM BE SHIPPED TO PUERTO RICO?
For customers whom live in PR, please use the shipping address format: COUNTRY = United States, STATE = Puerto Rico. Since PR is part of the US territories, we want to ensure that our customers get the cheapest shipping rate. In addition, PR customers also qualifies for the free shipping promo when you order $49 or more.
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
We ship from our headquarter in San Diego, California. Ship time within USA for USPS regular mail is 2-5 days. Shipping outside of USA is 7 to 21 days, depending on your location.
WHY HAVEN'T I RECEIVED AN EMAIL CONFIRMATION?
You probably entered the wrong email address, please be sure to double check your information upon checkout. Order confirmation emails are automatically sent once your order has been placed. We cannot resend email confirmations. This will also affect your ability to receive tracking information as this is automatically sent once an order has process.
WHY CAN'T I TRACK MY ORDER?
You will receive an email once your order has been dispatched which will contain tracking information. Tracking information may take up to 72 hours to update correctly. If you try track your package too early it might say “Not Found” as it has not been scanned by USPS or UPS yet. Once scanned you will be able to track your order through the courier's website using your tracking number.
CAN I CONTACT YOU GUYS DIRECTLY?
Absolutely! Please send us an email at firstname.lastname@example.org. P.S. - email is the best way to get a hold of us.