FAQ - Shipping

OUR SHIPPING PROCESS

We package and ship your order as soon as possible. We start working on your order immediately, so we are unable to make any changes to an order after it has been placed. Orders are subject to verification and approval before shipping and may take several days to process. 

We only ship during business days and do not ship on Saturdays, Sundays or holidays. While we will do all we can to make sure your order is delivered on time, we cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, etc. 

 

PROCESSING TIME

It typically takes 3-4 business days to process orders and prepare them for shipment and this does not take into account weekends or holidays. This means that an order placed on Friday might not ship until the following Tuesday, so keep this in mind when placing your order!

There may be some occasions such as big sale events or holidays such as Black Friday or Christmas where orders may take 4-7 business days to process due to high volume. For pre-sale orders, we will start processing orders once the pre-sale period is over and production of merchandise has finished.

We can’t make any guarantees as to when your order will be delivered.

 

I PAID FOR EXPEDITING SHIPPING. WHY HAVEN'T I RECEIVED MY ORDER YET?

Please allow 3-4 business days for your order to be processed. This time does not count towards the total shipping time. Depending on which shipping option you chose please allow the appropriate time for your order to arrive from the day it ships.

If it is past the approximate shipping deadline and your order has not arrived, please reach out to our customer support.

 

HOW DO I TRACK MY ORDER?

Once your order has shipped you will receive a tracking link via email. From there you will be able to track your order. If you did not receive a tracking link please reach out to customer service via our portal.

 

WHERE IS MY ORDER SHIPPING FROM?

All orders ship from our warehouses in Los Angeles, CA, or from Vancouver, BC.

 

WHEN WILL I RECEIVE MY ORDER?

Orders typically ship within 3-4 business days from the day you placed it.

After you place your order and it has shipped, you will receive a tracking link that will have an estimated arrival date. 

 

INTERNATIONAL TAXES AND CUSTOMS FEES

If you've placed an order outside of the United States or Canada, your order may be subject to customs fees. Every country has its own set of regulations so please contact your local postal service or customs office to learn more about how your country handles taxes and duties.

We are not responsible for any additional fees that your country may charge for importing goods, and it is the sole responsibility of the customer to pay customs fees.

Also, please be aware that there may be rare occurrences where customs will delay the transit time of some packages.

 

CAN I HAVE MY PACKAGE SHIPPED TO A HOTEL?

If you would like to have an order shipped to a hotel, please contact the hotel to make sure that they can receive packages and that you allow enough time for the package to reach the hotel before you check out. 

Please be aware that we are not responsible for packages that are lost or misplaced when shipping to a hotel address -- if the package status says “Delivered” and for whatever reason you were not able to receive it, the package will not be refunded or reshipped.

 

WHAT DO I DO IF MY PACKAGE IS RETURNED TO SENDER?

Occasionally orders are returned back to our fulfillment center. There are a few reasons this can happen. Please note, it is your responsibility to ensure your address is correct.

  1. The package is damaged in transit.

  2. The address given is incorrect. Always double-check your address before placing an order.

  3. Nobody is available to accept the delivery after multiple attempts.

  4. Due to local and regional lock-downs, the shipping carrier’s ability to deliver packages is impacted in affected areas. 

The total amount refunded will be credited to your payment method that was used at the time of purchase (minus shipping and handling) or as store credit once the package arrives at our facility and the item(s) are inspected. Please allow 5-7 business days for your refund to process back into your bank account.