Orders, Shipping, Tracking & Returns

This page is the single operational policy for order processing, shipping, tracking, delivery problems, cancellations, returns and refunds. Review it before ordering and keep your confirmation and tracking emails until the order is complete.

Order processing

Most eligible orders are processed within 1–2 business days after payment and any required order checks are complete. Business days exclude weekends and applicable holidays. Processing time is separate from carrier transit time.

1. An order confirmation is sent to the email address supplied at checkout.
2. The order may be reviewed for payment status, inventory, address accuracy, fraud indicators and shipping eligibility.
3. Approved items are selected, checked and packed.
4. A shipping label is created and tracking information is sent when available.
5. The carrier receives the parcel and begins recording transit scans.

High-volume periods, address questions, payment verification, inventory discrepancies, severe weather, carrier disruption or circumstances outside our reasonable control can extend processing. If an item becomes unavailable, we may contact you about an adjustment, substitution only with approval, partial shipment or cancellation of the affected item.

U.S. shipping

We ship to eligible addresses throughout the United States using services available for the destination and order. The checkout page displays the methods and charges available for the current cart. A service displayed during an earlier visit may not remain available if the destination, products, carrier rules or promotion changes.

Free standard U.S. shipping

Qualifying U.S. orders of $175 or more receive free standard shipping. The threshold is calculated after discounts and before taxes or fees. Product-, destination- or promotion-specific exclusions may apply when clearly disclosed before checkout.

International shipping

Shipping is available to selected international destinations. Eligibility depends on the destination, products, carrier availability and applicable restrictions. An option appearing at checkout does not override import, customs, product or possession rules in the destination country.

• Confirm that each product may be lawfully purchased, imported and possessed at the destination.
• Provide a complete recipient name, delivery address, postal code, email address and telephone number.
• Pay duties, taxes, brokerage fees or customs charges imposed by the destination unless checkout explicitly states otherwise.
• Respond promptly if the carrier or customs authority requests information.
• Understand that customs inspection can extend transit beyond the carrier estimate.

A package may be inspected, held, returned, refused or seized by a local authority. We cannot control customs decisions or guarantee clearance. Refund eligibility for a refused, restricted, abandoned or returned international parcel depends on the reason, product condition, costs incurred and applicable law.

Shipping addresses and changes

Review the complete address before placing the order. Contact support immediately if a correction is needed. We will make a reasonable attempt to update an order that has not entered fulfillment, but a change is not guaranteed. Once carrier processing begins, rerouting or cancellation may be impossible.

Customers are responsible for address information entered at checkout. If a parcel is returned because an address was incomplete, incorrect, refused or unclaimed, any reshipment or refund may be reduced by shipping, return, handling or other nonrecoverable costs to the extent permitted by law.

Tracking an order

A tracking email is sent after shipment to the address used at checkout. A label-created status means the shipment has been prepared; it does not always mean the carrier has completed its first physical scan. Allow reasonable time for the first scan and for carrier systems to synchronize.

Use the carrier link in the shipping email or check the relevant order under My Account. Contact support when tracking has not updated for an unusual period, shows delivery to the wrong area, or displays an exception that requires sender action.

Delivery estimates and delays

Processing and transit estimates are not guarantees. Weather, transportation disruption, peak demand, customs, security inspections, access problems and carrier errors can affect delivery after a parcel leaves our facility. Expedited shipping changes the carrier service; it does not necessarily shorten order verification or processing.

Delivered but not found

1. Confirm that the shipping address on the order is correct.
2. Check entrances, mail areas, parcel lockers, reception desks and safe locations.
3. Ask household members, neighbors or building staff whether they accepted the parcel.
4. Review the carrier page for a delivery photograph or location note.
5. Contact the carrier promptly, then contact us with the order number and case information if the parcel remains missing.

A delivered scan is relevant evidence but not always the end of an investigation. Resolution depends on the address, carrier records, delivery evidence, timing and any applicable insurance or claim process.

Damaged, incorrect or incomplete orders

Contact us promptly and retain all packaging, labels and affected items. Send the order number, a description of the issue, photographs of the outer package and shipping label, and clear photographs of the affected product, seal and label. Do not discard evidence before the review is complete.

If the claim is confirmed and eligible, the resolution may be replacement, reshipment, store credit, partial refund or refund. The appropriate option depends on the affected item, inventory, damage, evidence, delivery circumstances and applicable rights.

Cancellations

A cancellation request should be submitted immediately. We can cancel an order only while it remains eligible to stop. Once picking, packing, label creation or carrier processing has begun, cancellation may not be possible. An order confirmation acknowledges receipt and does not prevent us from declining or canceling an order for inventory, payment, fraud, address, carrier or compliance reasons.

Returns and refunds

Contact support before returning anything. An unauthorized return may be refused or may not contain enough information to identify the order. Because product integrity, tamper evidence and storage history can matter, opened, used, altered, temperature-compromised or otherwise non-resalable items are generally not eligible for discretionary return unless the item was incorrect, damaged, defective or applicable law requires another outcome.

• Return requests should include the order number, item, quantity, condition and reason.
• Items must remain in the condition required by the approved return instructions.
• Original and return shipping costs may be nonrefundable unless the error is ours or law requires otherwise.
• Approved refunds are issued through the original payment route where reasonably possible.
• Bank or payment-provider processing can delay the appearance of an approved refund.
• Promotional, clearance, perishable, temperature-sensitive or final-sale items may have additional restrictions disclosed before purchase.

Chargebacks and payment disputes

Contact us first when an order problem can be investigated directly. A payment dispute does not automatically cancel a shipment or establish that a transaction was unauthorized. We may provide the payment provider with order, communication, address, tracking and delivery records relevant to the dispute.

Frequently asked questions