Transit time and additional information
The transit time for U.S. and Canadian customers is between 2 to 10 business days. You are responsible for paying the shipping fees related to returning your item. Shipping costs cannot be refunded. Should you receive a refund, the return shipping fees will be subtracted from your refund. Consider using a trackable shipping service or buying shipping insurance if you are shipping an item over $99. We cannot guarantee that your returned item will be received.
USA: Policy regarding orders that USPS tracking indicates have been delivered however the customer has not received
- Please verify that the shipping address you have provided is correct.
- Please confirm with other family members or roommates that no one else brought the package in.
- Please contact your local post office with your tracking number and request that they confirm their tracking information is accurate.
If USPS confirms, to the best of their knowledge that their tracking is accurate, a theft report must be filed with the US Postal Inspector so that the loss may be investigated.
To proceed, we must get the finished report from USPS via the customer.
After receiving a report from USPS and the postal inspector, if your package is still missing, we will reship it or, if it is no longer in stock, we will provide a refund.
Canada: Policy regarding orders that Canada Post tracking indicates have been delivered however the customer has not received
- Please verify that the shipping address you have provided is correct.
- Please confirm with other family members or roommates that no one else brought the package in.
- Please contact your local post office with your tracking number and request that they confirm their tracking information is accurate.
If Canada Post confirms, to the best of their knowledge that their tracking is accurate, a support ticket must be filed with Canada Post so that the loss may be investigated.
To proceed, we must get the finished report from Canada Post via the customer.
After receiving a report from Canada Post, if your package is still missing, we will reship it or, if it is no longer in stock, we will provide a refund.
Disclaimer
As our products are temperature-sensitive, it is necessary that the package be collected from the outside (community mailbox, letter box, etc.) in severe cold (below 25 degrees Fahrenheit) or hot weather (above 75 degrees Fahrenheit) as soon as delivered.
Can I modify my order's shipping address?
We cannot guarantee that changes will be possible. Before submitting your order, verify your order and shipping address. If you notice a mistake after you've placed your order, please email us right away, and we will verify and attempt to modify your information before it ships.
My order was "Returned To Sender" due to an incorrect shipping address
If an item is returned to the sender due to an incorrect or undeliverable address, the original shipping costs will be deducted from your refund. A 20% restocking fee will also be applied. Items returned in this manner cannot be re-shipped; a new order must be placed.