Frequently Asked Questions
It's actually simple. (Moo-choh-low).
We accept: Visa, MasterCard, Amex, Discover, JCB, Diners Club, PayPal, Apple Pay on mobile. We do not accept, personal checks, money orders or direct bank transfers.
Once a credit card authorization is received, depending on your bank, the funds may be reserved up to 30 days. Please check your bank's policy. If you are paying with a debit card, do verify with your bank if there are limitations on daily withdrawal amounts on your card. Most accounts are charged within 24 hours of receiving your order confirmation.
Unfortunately, we do not take orders over the phone at this time. However, you may order directly from our online website or on your smartphone. If you are having trouble ordering online, please email us at firstname.lastname@example.org.
a promotion code?
Promo codes are a great way to get discounts and can sometimes be applied to sale items or already reduced merchandise. Only one promo code can be used per order. Your promo code must be valid to get the discounted priced.
To use you promo code, you need to make sure all your items are in your shopping cart and you are ready to check out. On the order summary page, you will see section that states “enter discount code”. Here is where your promo code must be entered.
If your discount is not automatically deducted, please contact customer service..
Gift cards are like cash. Select the Gift Card option from the payment section, then enter your gift card number.
If your payment is not accepted and your gift card is valid, please contact customer service for assistance..
If you’ve changed your mind or have selected the wrong size or item you can cancel your order within 30 minutes of your order confirmation.
If you forgot to add something you really like to your order, you will have to place a new order. We do not add or deleted items from an order once a confirmation has been sent.
If you contact us within 30 mins of placing your order, we may be able to cancel it and you can make a new order for all the items and pay just one shipping cost or qualify for free shipping.
Promo codes are a great way to reduce the cost of your overall order. You can only use one promo code per order. Promo code must be entered in the order summary page just below the list of items. Look for the “Enter discount code” label, then enter your code exactly as it appears on the email or advertisement you received.
If you forgot to add your promo code to your order, you can only receive a refund in the form of a gift card but you must contact our customer service department within 24 hours from the time you received your order confirmation to be eligible.
If you just placed your order, what you are seeing on your bank account is a preauthorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.)
However, if your order was never processed or no confirmation was issued, this pending hold will generally drop off in 3-5 business days.
Please only click the “Place Order” button once to avoid multiple authorizations. You will only be charged one time for your order even if you have multiple authorizations.
"Pre-Orders": We are currently making all items to order, so your item will take up to 3 weeks to receive. When you select “Pre-Order” you will see an estimated date of shipment before you add it to your cart.
"Buy Now Orders": Orders are packed and shipped Monday-Friday only. Most orders are shipped within 48 hours from the order date. Orders placed on the weekend and holidays are processed on the next business day.
Express shipping orders placed Monday through Friday, excluding holidays, before 11:00 am EST, will be shipped the same day.
If we are unable to process your order due to inaccurate or incomplete payment information or address, your order processing will be suspended for a maximum of 5 business day or until we hear back from you, whichever comes first. If we are not able to make contact with you or correct payment or address information, your order will be cancelled and full refund issued if your account was charged.
What Does That Mean?
‘Unfulfilled’ means your order has been received and is being processed. Once your order is packed up and ready to go out, the status will be changed to ‘fulfilled”. You will be notified of the status change via email. This will include your tracking no.
You will receive an email notification with your tracking no as soon as your order has been packed and ready to go out the door. Package are only picked up once per day at 5 pm EST.
Your tracking number won’t be recognized until approximately 24 hours after your order has shipped. This is the time needed for their online tracking system to update. You can track your package the following day and follow it to your front door.
You will be able to use the tracking no provided in your shipping email confirmation to locate and monitor your package and delivery date. Simply copy and paste the tracking no in the UPS/DHL website under “tracking no” for up to date information on your delivery.
Your tracking number won’t be recognized until approximately 24 hours after your order has shipped, so do wait until the next business day for accurate update.
Your tracking number won’t be recognized until approximately 24 hours after your order has shipped. This is the time needed for their online tracking system to update. You can track your package the following day and follow it to your front door!.
Check out our return policy here.
If you have received a defective or incorrect item, please contact email@example.com for instructions on getting a replacement or refund.
what I paid
Your original shipping cost is non-refundable. There is also a $5.99 handling fee deducted for refunds processed to a credit or debit card.
Your package can take up to 5 business days to get to us from the date you sent it back. It takes an additional 7-10 business days for the inspection and refund to be issued.
If you choose a refund to a gift card, you will receive an email notification with your gift card no that can be used immediately upon receipt.
If your refund is going back to your credit/debit card, your banking institution may take a few days to update your account. You should wait 24 hrs after receiving your refund confirmation to follow up with them.
We're happy to give you a one-time price adjustment via a gift card if you meet the following criteria:
- The item you purchased goes on sale within 5 days of your order's purchase date
- You’ve contacted us during the valid period of the sale/promotion
- Price adjustments is greater than 15% of the item
- UPS/DHL will make 3 attempts to delivery your order. If you refuse delivery or they are not able to delivery your order, your package will be returned to us.
- Failure to contact us with changes to your delivery prior to the order being sent back will result in your item being processed as a return transaction.
- A refund will be issued less $5.99 handling fee back to your original form of payment
Most error message are related to the billing address discrepancy. You may have entered a different billing address from the one your banking institution has for your credit card. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos.
If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. This generally resolves the issue.
If your order is not going through, you should be seeing an error message. This message can be a dispute with your billing address for your credit card. If you make multiple attempts to complete your purchase, your banking institution may block the transaction as it may trigger a fraud alert.
Review your billing information carefully for typos and accuracy, try a different web browser or device and/or contact your banking institution to notify them of your pending transaction.
We have a tab named “Size Guide” on each product since all the sizes are different per item. You can also contact firstname.lastname@example.org for any needed clarification..
If we are sold out of a particular size, you will not be able to add that size to your shopping cart. Sizes that are available are shown in black text. Sizes in gray color is an indication it is not available.
If UPS/DHL shows they delivered your package but you did not receive it, it could be your package is stolen. If the UPS/DHL tracker cannot located your package and is has been more than 48 hours since it has been shipped, your package may have been lost. Please contact us at email@example.com for assistance if either of these has occurred.
if I order online?
Shopping on our online store is safe and secure. Please Click here to view the full details on how we protect your privacy and personal information.
California residents please be advised, as per the Prop. 65 Warning: The colored artwork or designs used on this product contains lead and/or cadmium, a chemical known to the State of California to cause birth defects and other reproductive harm. More information on Prop. 65 may be found by clicking on the following http://oehha.ca.gov/proposition-65.