Here is a list of answers to our most frequently asked questions.
*Please keep in mind that winter orders may have a slight delay due to poor weather conditions.
Shipping & Tracking
How long will it take to ship my order?
All orders have a 2-3 business day processing time before the order ships out. Once the item is shipped it takes about 10-15 business days to be delivered within the US and 2-4 weeks for delivery outside the US.
*Please allow 2-4 weeks for packages to be delivered.
Why is the shipping time so long?
All of our items are shipped directly from our vendors in Asia. All orders must clear Asian Customs as well as US Customs; this is the biggest reason for the longer-than-normal shipping time.
How do I track my order?
Once your order has been processed and shipped we will send you a tracking number and a link to track your order.
Why is there no tracking information for my order?
There is a 2-3 business day processing time for each order. After that you should see tracking information come up. If you still do not see tracking info for your order, wait a few days and check again, there can be delays in the relay of information from carrier to carrier. If you still do not see any info after that please contact the customer support team at firstname.lastname@example.org and we can help you out.
A special note on Christmas shipping:
If you need items by Christmas we recommend placing your order on or before December 4th. Orders placed after December 4th are not guaranteed to be received by Christmas.
Can I get a refund if I don't receive my package, but the tracking says it has been delivered?
If you haven't found your package after checking with roommates, relatives, friends, neighbors, and your post office, you will have to open a case with USPS or whichever local carrier delivered your package. Once the tracking status shows as delivered by the carrier, our company is no longer responsible for the package.
I emailed your customer service team, but they have not gotten back to me, what do I do?
The way our email system works is in chronological order of when the email is placed. Emailing multiple times will only put you further back in our email queue. The best thing you can do is be patient, and a customer service rep will get back to you within 48 hours. *Please note our office hours.* If you have not received a reply within 48 hours, please contact us via email@example.com, as it is possible your email was sorted into our spam folder.
When is your team in the office?
Our office hours are Monday-Friday, 9:00am-5:00pm CST. We are out of the office for all US holidays.
Why don't you offer customer service over the phone?
We have a very small customer service team, so it would be impossible for us to give the quality of customer service via phone that we try to give every customer. We are more than happy to answer any questions you may have (if you have not already answered them yourself through the FAQ) via our customer help email, firstname.lastname@example.org
What payment methods do you offer?
You can pay via credit or debit card, PayPal, or Apple Pay on your iPhone.
My payment won't go through, what do I do?
Contact our customer support team at email@example.com, they can help you out!
Returns & Exchanges
Do you have a preferred mailing service for returns?
We ask that you please ship any returns back to us through USPS. FedEx almost always needs a signature for delivery, and we simply cannot stand by the door waiting for a return.
What is you return policy?
You have 30 days to return or exchange an item from the day you receive it.
The item being returned or exchanged must be in the same bag it was received in, with tags still attached, as well as being free of any pet hair.
I am outside the US, and I would like to return my purchase, how do I do so?
Our return portal doesn't generate shipping labels for addresses outside the US, so you'll have to manually send the item to our Texas office address, and be reimbursed for shipping via PayPal. We only offer shipment reimbursements via PayPal, so you will need a PayPal account to receive the payment. Please email us at firstname.lastname@example.org to get started on your return.
How do I return an item?
Please contact email@example.com for details on how to return your item.
Do you pay for return shipping?
We offer free shipping on all returns and exchanges. You can get a return label by sending an email to firstname.lastname@example.org
Can I return a clearance item I purchased for a refund?
Clearance items are non-returnable for a refund. You may exchange the clearance item for another item or a different size, but you may not return any clearance items for a refund. The items you may exchange for do not have to be clearance items, however, whatever item you exchange for will then become non-returnable for a refund. Clearance items have a notice on their product page about the no-return policy.
If you have any questions that were not answers in this FAQ page please contact us at email@example.com Our customer support team would be happy to help you!