Frequently Asked Questions

Here is a list of Frequently Asked Questions

Q: CAN I SPECIAL ORDER A SMALLER or BIGGER SIZE NOT LISTED FOR A PRODUCT?

A: Yes, this is possible. If you need a special size contact our Customer Care here to give your request. Upon confirmation by our Customer Care of the modification you can make your purchase. Then send your order number to us so that we may process your order.

Q: HOW LONG DOES IT TAKE TO RECEIVE MY PACKAGE?

A: Normal delivery takes 2-4 weeks. If it has been longer than 30 days and you have not received your delivery contact our Customer Care here.

Our shipping process has two steps that determine your delivery date which are 1. Processing Time and 2. Shipping Time

Step 1 - Processing Time

In this step your order number is verified and tailored. Your item is prepared, a quality check is made, and your item(s) are packaged for shipment to you.

If the order has multiple items prepared in different locations then they are independent processes and ship separately.

All orders are processed to shipping facilities within 2-48 hours of receiving your order. The shipping facilities then prepares, packs, and inspects your item(s) prior to handing your package over to the parcel carrier; which takes an additional 2-4 days.

Step 2 - Shipping Time

This is the duration of time between when your order has been received by the parcel carrier, such as USPS, Fedex, DHL, and UPS and when the package arrives to the door of your delivery address.

International delivery transit typically takes 14-35 days depending upon various factors but can arrive sooner. These factors include the distance traveled, weather, the chosen shipping method (if not standard shipping), and country of your address which can have import and customs standards which can cause delays.

If your delivery has taken longer than this time frame to arrive you can contact our Customer Care here so that we can assist.

Q: WHEN DO I GET MY ORDER'S TRACKING NUMBER?

A: If your order receives a tracking number when the shipment is given to the parcel carrier then the tracking number will be sent to your email address. Our Customer Care is here to help if you have further questions.

Q: WHAT DOES A TRACKING “PRE-SHIPMENT” STATUS MEAN?

A: This mean that local tracking information is not yet available within your country. Your delivery is on its way and can take 5-7 days to start registering once within your shores. Our Customer Care is here to help if you have further questions.

Q: WHAT DOES A TRACKING “Status Not Available” MEAN?

A: This mean that local tracking information is not yet available for updates and is a normal status for non-expedited shipping methods. Your delivery is on its way and will start to register updates once it has arrived within your country’s postal tracking system. Our Customer Care is here to help if you have further questions.

Q: WHAT DOES A TRACKING “Pending no updates yet” MEAN?

A: Pending means that your delivery is on its way but has not yet providing tracking information. Your tracking number will start to register updates once it has arrived within your country’s postal tracking system. Our Customer Care is here to help if you have further questions.

Q: THE TRACKING NUMBER FOR MY ORDER STOPPED UPDATING, WHAT HAPPENED?

A: If your package enters your country's Department of Customs the tracking information might not be updated for some days. Fully inspected items are generally released normally without further delay. In some jurisdictions, such as Canada, packages can receive a hold for no administrative reason. If tracking shows your package is held up in Customs for more days than seems reasonable it is advised to call your country's Department of Customs and direct them to release the package from the hold, which typically happens immediately.

Q: CAN I CANCEL MY ORDER?

A: No, order processing is automatic and orders cannot be cancelled once your payment has been processed.

Q: THE COLOR IS NOT WHAT I EXPECTED?

A: The materials used can have color variations themselves. They can have color variances due to the device used to view the images that includes the lighting situation, the room lighting, outdoor light, and the background in the image itself.

If you find that you have received a completely wrong color contact our Customer Care here within 48-hours of receiving your delivery for instructions on how to remedy this for you.

Q: WHAT IF MY PRODUCT COMES DAMAGED?

A: If there is physical damage to an item when you receive your order contact our Customer Care here within 48-hours of receiving your delivery for instructions on how to remedy this for you.

Q: CAN I RETURN A PRODUCT THAT I ORDERED?

A: No, due to the pandemic items cannot be returned. For further information see our Return Policy.

If your question is not covered you may contact our Customer Care here.