Frequently Asked Questions
In cases where the shipping and billing addresses on your order do not match, we may reach out to request ID from the billing contact. This is to combat credit card fraud and protect the purchase.
Our checkout process will encumber the funds on your card immediately when the transaction is processed. To the buyer, this will be when you are redirected to the confirmation page and receive the order confirmation email. We do this so we can continue to ensure that orders can ship the same day or next morning.
In cases where we are not able to fulfill an order, you will receive a note with the reason and a refund email once that is initiated from our side. This will initiate a reversal of the transaction with the credit card bank to return the funds to the purchaser’s card. The timing of that is entirely dependent on the bank, but normal time is 24-48 hours during the business week.
We strive to offer quality products and use a lot of what we sell ourselves. If you are unsatisfied with your purchase for any reason. Use our Contact Us form to reach out and let us know. We’ll work with you to make it right. Any returns need to be accompanied with an RMA number, and we can get that going for you.
Items must be returned in original condition and in the original packaging. We cannot accept returns more then 30 days after purchase.
When your order ships, you will also receive an order completion email that contains the carrier and tracking number from our shipping partner, Shipstation.
For orders that will ship in multiple packages, those tracking numbers will be emailed individually. Tracking emails will come from firstname.lastname@example.org.
An order will usually go through the following steps:
- Processing: this means that we received your order and your payment has cleared. If your payment is rejected for any reason (usually address or CVS mismatches) then your cart will still be available for checkout for 24 hours before the transaction is canceled.
- Completed: this is triggered automatically when our shipping system prints the labels and they are applied to the packaged goods. You will normally receive a second email from Shipstation at this time with tracking.
- Invoice/Confirmation: In most cases, this email will contain your tracking info and a summary of your order. It is generated when your order is scheduled or has been picked up.
We normally ship via USPS for most products we carry in stock but we do also check UPS, FedEx and DHL based on rate and shipping time. Some of our items, we have our suppliers fulfill directly as they have a wider distribution network.
Tracking information will be updated on your order as soon as it is available. This may be after the order is already in the hands of the carrier.
Our listed handling time is 2 business days, but our practice has been to ship on the same or next business day depending on what time of day the order is made.
We will immediately ship any items in an order that we have on-hand. Items that are pre-ordered, will be shipped via the usual shipping method once we are re-stocked.
We do not ship orders to freight forwarders.