FAQs

Frequently Asked Questions 

Do you guys restock items?
We generally do not restock items once they've been sold out.
   
When will my pre-order item ship?
The estimated time is on the product page and will update as it gets closer to the shipping date. 

How long will it take for my order to be shipped?
1-3 business days.
2-7 business days during seasonal release.
 
Do you ship internationally?
Yes.

USPS Tracking says that my package has been delivered but it's nowhere to be seen?
We've encountered this issue frequently during our seasonal release. 9 times out of 10 your package is still on its way to your destination. We advise waiting 1-3 business days before considering the package to be lost/stolen. 
If however, you still did not receive the package after waiting, we suggest calling 1800USPS number to file a claim.
 
International customers: My tracking status is not updating–What's going on? 
Some USPS International shipments are being sent by either RR Donnelley or Global Post. Please see tracking information here and here for the latest updates.

 

What is Route+?

Route+ is 3rd party package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages.

How do I file a claim for a lost, stolen, or damaged package?

If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here.

Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.

*Claims for packages marked “delivered” must be filed after 5 days and before 15 days from the date the package was marked “delivered.” Claims for packages presumed to be lost (where the status is not “delivered”) must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.

My product came damaged. What can you do?

Please contact us within 14 business day of receiving your package with photos of the damaged area. We will assess the damage and provide options on what we can do for you. 

Returns and Exchanges

At this time we do not offer refunds for return.

We're more than happy to accept exchanges within 3 days of receiving your package as long as the product size is still in stock. The buyer will be responsible for all expenses to ship the item(s) back to us. For all inquiries please make sure to contact us before shipping as we will not accept any unauthorized exchanges or returns.

 

All sale and pre-order items are final. Please make sure that you have carefully reviewed all information in your order prior to finalizing your purchase, including your billing and shipping address, e-mail and telephone number.