FAQ - Frequently Asked Questions
How can I get in touch with your customer service team?
For customer care inquiries, please e-mail us at email@example.com and we will try our best to get back to you in a timely fashion.
I emailed your customer care team. When should I expect a response?
We aim to respond to e-mails within 1-2 business days.
How long will shipping take?
Due to the current conditions, shipments to and from our warehouse may take longer than usual. Most orders placed Monday through Thursday before 12pm PST will be shipped within 1-2 business days. Expedited orders placed before 12pm PST are guaranteed to go out the same day. Expedited orders placed after 12pm PST will ship out the following business day. If your order was placed on Friday after the 12pm PST or over the weekend, your order will ship the following week.
How do I know that my order has been shipped?
When your order has been shipped, we will send you an email confirmation with tracking information, as well as a link to where you can track the progress of your shipment online.
Do you ship to PO Boxes or APO/FPO addresses?
For security reasons, we do not currently ship to PO Boxes or APO/FPO addresses.
Do you offer returns and refunds?
Certain items are not eligible for returns or refunds. Please check our return policy for more information.
What do I do if I received a faulty item?
Please email us with your order number, photos of the defective item(s), and a brief description of the defect. Our customer care team will review your claim and get back to you within 1-2 business days.
How do I change or cancel my order?
If you need to change or cancel your order please contact our customer care team immediately. Unfortunately we will not be able to make changes or cancel your order in the event our order has left our warehouse.
If you need to change the shipping address after the order has shipped, many times this may not be possible; however, if it is, there will be a $25 fee assessed.
What are my payment options?
We accept Visa, Mastercard, American Express, and PayPal.
Will my card be charged immediately?
Your credit card will be charged at the time your order is placed. If any adjustments or cancellations take place against your order, a refund will be issued immediately.
Is ordering over the internet secure?
Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions between our e-commerce server and your computer so that data from these sources is valid.
Is my personal and credit card information safe on your website?
Yes, we've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.
Why did you call or email me to verify my order?
For your own security and protection, if our fraud controls find something suspicious regarding your order, we will call or email you to verify your information.
Do you offer gift certificates?
Yes, we do! Our electronic gift certificates are sent via e-mail to any individual with a valid e-mail address. The recipient of an electronic gift card will receive an e-mail with a gift certificate code redeemable online only. Unfortunately, gift certificates are not redeemable at any of our pop-up retail shops. Click here for more information.
Can you tell me when new products or special promotions are released?
Yes, simply register with us and we will send you our newsletter, which will provide updates on new products, sales, and promotional events.
What if an item is out of stock?
It's possible that we run out of stock on items, especially items that come from small batch makers. You can email our customer care team at firstname.lastname@example.org if the item you're looking for is out of stock, and we will try our best to advise on whether we plan on re-stocking the item.