Welcome to our FAQ page! We have gathered answers to the most common questions customers ask about ordering, shipping, returns, and payments. If you cannot find the answer you are looking for here, please contact our customer support team using the information on our Contact page.
Ordering & Shipping Questions
Q: Do you offer free shipping?
A: Yes. We offer free shipping on every single order. There is no minimum purchase amount required. You will never pay any shipping fee at checkout when shipping to an address within the contiguous United States.
Q: Where do you ship?
A: We currently ship only to addresses within the contiguous United States. This includes all states except Alaska and Hawaii. We do not ship to U.S. territories, APO/FPO military addresses, or P.O. boxes. We also do not offer international shipping at this time.
Q: How long will it take for my order to arrive?
A: The total time from when you place your order to when it arrives consists of two parts. First, we need 1 to 2 business days to process your order (pick, pack, and hand it to a carrier). Second, after processing, delivery takes 3 to 6 business days within the contiguous United States. In total, you should expect your order to arrive between 4 and 8 business days after you place it.
Q: Can I track my order?
A: Yes. Once your order has been processed and handed to a carrier, we will send you an email containing a tracking number. You can use that number on the carrier’s website to see where your package is and when it is expected to be delivered. Tracking information may take up to 24 hours to appear after you receive the email.
Q: Which payment methods do you accept?
A: We accept Visa (credit and debit), Mastercard (credit and debit), and PayPal. We do not accept American Express, Discover, wire transfers, checks, cash, buy now pay later services (such as Afterpay or Klarna), or any other payment methods not listed here. All transactions are processed in U.S. Dollars.
Q: Which shipping carrier will you use for my order?
A: We work with multiple carriers, including UPS, USPS, FedEx, and DHL. The carrier is selected automatically based on your shipping address and the size or weight of your package. You cannot choose a specific carrier at checkout. All carriers we use are reliable and provide tracking information.
Q: Do you ship outside the United States?
A: No. At this time, we ship only to addresses within the contiguous United States. We do not offer international shipping to Canada, Mexico, Europe, Asia, Australia, or any other country outside the U.S.
Returns & Refunds Questions
Q: What is your return policy?
A: You have 30 calendar days from the date your order is delivered to request a return. To be eligible, items must be unused and in their original packaging. If your item has a manufacturing defect or arrived damaged, it is always eligible for return even if opened. Items that have been used or are missing their original packaging will not be accepted.
Q: How do I start a return?
A: Simply email us with your order number and a list of the item(s) you wish to return. We will reply with a prepaid return shipping label and instructions on how to pack and send your return. Once you have the label, affix it to your package and drop it off at any authorized shipping location for the carrier shown on the label.
Q: Do I have to pay for return shipping?
A: No. Return shipping is completely free. We provide a prepaid return shipping label. You do not need to pay anything to ship your return back to us. We also do not charge any restocking fees or handling fees.
Q: Where do I send my return?
A: All returns must be sent to our official returns address: 4514 Pine Street, Unit 400, Philadelphia, PA 19143, United States. Please use the prepaid return label we provide. Do not send returns to any other address, as they may not be processed.
Q: How long does it take to get my refund?
A: Once we receive your return, we inspect it within one business day. If the return meets our eligibility conditions, we process the refund within 1 to 2 business days. After we process the refund, the money is sent back to your original payment method (credit card or PayPal). Depending on your bank or card issuer, it may take an additional 7 to 10 business days for the refund to appear on your statement.
Q: What if my item arrives damaged or defective?
A: Contact us immediately, preferably within 48 hours of delivery. Include photos showing the damage or defect in your email. We will provide you with a free return label. After we receive the returned item, you may choose either a full refund or a replacement product (if available).
Q: Can I exchange an item instead of returning it for a refund?
A: We do not offer direct exchanges. If you want a different item, please return the original item for a refund (free return shipping applies) and place a new order for the item you want.
Order & Account Questions
Q: Can Ichange or cancel my order after I place it?
A: Because we process orders quickly (usually within 1 to 2 business days), we cannot guarantee that we can change or cancel your order. If you need to make a change, email us as soon as possible. If your order has not yet been processed, we will try to accommodate your request. If it has already been processed or shipped, you will need to wait until you receive the order and then start a return.
Q: What if my tracking number shows “delivered” but I did not receive my package?
A: First, check with neighbors, family members, or anyone else at your address who may have accepted the package. Second, check around your property (porch, mailbox, front desk, leasing office). Third, wait 2 to 3 days – sometimes carriers mark packages as delivered before they actually arrive. If you still cannot locate the package after 3 days, email us. We will work with the carrier to investigate. Please note that we cannot issue refunds for packages marked as delivered until the carrier completes their investigation.
Q: Is my payment information secure?
A: Yes. Our website uses SSL encryption (HTTPS) to protect data transmitted between your browser and our servers. We do not store full credit card numbers on our servers. When you pay with PayPal, you are redirected to PayPal’s secure website, and we never see your financial details.
Q: Do you charge sales tax?
A: Sales tax is automatically calculated at checkout based on your shipping address. Currently, we only collect sales tax for orders shipped to addresses within Pennsylvania (our home state). For orders shipped to all other states, no sales tax is applied.
Customer Support Questions
Q: How can I contact customer support?
A: You can reach us by email at or by phone at +1 (267) 319-9909. Our support team is available Monday through Friday, 9:00 AM to 6:00 PM Eastern Time. Email is the fastest way to reach us for return requests. Phone support is available for general questions.
Q: How quickly do you respond to inquiries?
A: We aim to respond to all email inquiries within one business day. If you email us on a weekday before 5:00 PM Eastern Time, you will likely receive a response the same day. Phone calls are answered during business hours. If you reach voicemail, we will return your call within one business day.
Q: Do you have a physical store where I can shop in person?
A: No. We operate exclusively as an online retailer. Our address is an office and returns processing center. Walk-in shopping is not available. You cannot visit our address to browse products or pick up orders.