Last Updated: June 13, 2026
Ordering and Placing Orders
Q: Do I need to create an account to place an order?
A: No. You can check out as a guest. However, we do recommend creating an account if you plan to order from us again, as it saves your shipping information for future orders.
Q: How do I know if my order was successfully placed?
A: After you complete checkout, you will see an order confirmation page on our website. You will also receive an order confirmation email within 30 minutes. If you do not receive the email, check your spam folder. If it is not there, contact us to verify your order.
Q: Can I change or cancel my order after I place it?
A: You may request a cancellation within 2 hours of placing your order. After 2 hours, we may have already started processing your order for shipment. To request a cancellation, email us immediately with “CANCEL ORDER” and your order number in the subject line. If the order has not yet been processed, we will cancel it and issue a full refund. If it has already been processed, you will need to follow the return process after receiving the item.
Q: What happens if an item I ordered is out of stock?
A: If an item becomes unavailable after you place your order, we will notify you by email. You may choose to receive a full refund for that item, or we can cancel the entire order and refund all items.
Shipping and Delivery
Q: Where do you ship to?
A: We ship only to addresses within the contiguous United States. We do not ship to Alaska, Hawaii, Puerto Rico, or any other US territory or possession. We also do not ship to P.O. Boxes, APO, FPO, or DPO addresses.
Q: How long does shipping take?
A: Processing takes 1–2 business days. After processing, delivery takes 4–5 business days. Total time from order to delivery is typically 5–7 business days.
Q: Do you offer faster shipping options?
A: No. At this time, we only offer standard shipping with free delivery in 4–5 business days after processing. Expedited shipping is not available.
Q: How can I track my order?
A: Once your order ships, you will receive an email with a tracking number. You can use that tracking number on the carrier’s website to see where your package is. Tracking information may take up to 24 hours to appear online after you receive the email.
Q: My tracking shows “delivered” but I did not receive the package. What should I do?
A: First, check with neighbors or anyone else at your address who may have accepted the package. Second, check around your property – carriers sometimes leave packages in unexpected locations. Third, contact the carrier directly using the tracking number. They can provide delivery confirmation details. We are not responsible for packages after they are marked delivered, but we will provide any documentation you need to file a claim with the carrier.
Returns and Refunds
Q: Can I return an item if I simply don’t like it?
A: Our return policy is specifically for quality-related issues such as manufacturer defects or damage that occurred before delivery. We do not accept returns for reasons unrelated to quality, such as “changed my mind,” “did not fit,” or “did not like the color.”
Q: What counts as a quality issue?
A: Quality issues include: broken zippers, loose or missing stitching, defective seams, buttons that fall off, holes or tears present when you received the item, missing parts that should have been included, or any other manufacturing defect. Normal wear and tear after you start using the item is not a quality issue.
Q: How do I start a return?
A: Email us at the address on our Contact page. Include your order number, the name of the item, a description of the quality issue, and clear photos showing the defect or damage. We will review your request and respond within one business day. If approved, we will email you a prepaid return shipping label.
Q: Do I have to pay for return shipping?
A: No. For approved returns, we provide a prepaid return shipping label at no cost to you. You will not pay any shipping fees to return your item.
Q: How long does it take to get my refund?
A: After we receive your return, we inspect it and process the refund within 1–2 business days. Your bank then takes an additional 7–10 business days to post the credit to your account. The total time from when we receive your return to when you see the credit in your account is typically 9–12 business days.
Q: Will I get a full refund?
A: Yes, for approved returns, you will receive a full refund of the purchase price you paid for the item. We do not charge restocking fees. Shipping fees are not refunded because we do not charge shipping fees on any orders.
Q: Can I exchange an item instead of getting a refund?
A: We do not offer direct exchanges. If you need a different item, please return the original item following our return process. After your return is processed and refunded, place a new order for the item you want.
Payment and Billing
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, and PayPal. We do not accept American Express, Discover, checks, money orders, cash, or wire transfers.
Q: Is it safe to enter my credit card information on your website?
A: Yes. Our website uses SSL encryption to protect your information during transmission. We are PCI compliant and do not store full credit card numbers on our servers. Your payment information is sent directly to our secure payment processors.
Q: Why was my payment declined?
A: Common reasons include: insufficient funds, incorrect card number or expiration date, CVV code mismatch, billing address does not match your bank’s records, your bank declined the transaction for security reasons. Contact your bank first to ask why the transaction was declined. We cannot override a declined payment.
Q: When will my credit card be charged?
A: Your credit card is charged at the time you place the order. This is an authorization and hold on the funds. The actual charge will post to your account within 1–3 business days, depending on your bank.
Q: Do you charge sales tax?
A: Sales tax may be applied to orders shipped to states where we have a legal obligation to collect tax. The tax amount, if any, will be shown at checkout before you complete your purchase.
Customer Support
Q: How can I contact customer support?
A: You can contact us by email using the address on our Contact page, or by phone during our business hours. Our business hours are Monday through Friday, 9:00 AM to 6:00 PM Eastern Time.
Q: How quickly will you respond to my email?
A: We aim to respond to all email inquiries within one business day. Emails sent after 5:00 PM Eastern Time or on weekends will be answered on the next business day.
Q: What information should I include when I contact you?
A: Always include your order number (if you have one) and your full name. For return requests, include photos of the quality issue. For refund questions, include whether you received our refund confirmation email.
Q: Can I speak to someone on the phone?
A: Yes. Call the phone number on our website during our business hours. A live representative will answer when possible. If all representatives are busy, please leave a voicemail with your name,