OrdersUpdated 3 days ago
Orders FAQ
How do I cancel my order?
You may cancel your order in two ways:
- Self-service: Within 60 minutes of placing your order, log into your account, go to Order History, and select “Cancel.”
- Through Customer Service: Contact us at [email protected]. Please include your order number and the reason for cancellation. If you don’t have your order number, provide your email address, full name, or the last 4 digits of the card used.
Please note anything outside of 60 Minutes cannot be cancelled.
Note: If your order has already shipped, we are unable to make any changes to the shipping address information or stop the shipment. Order cannot be cancelled once shipped.
How do I know if my order was placed?
After successfully checking out, you’ll receive a 6-digit order number and a confirmation email at the email address used to place your order.
For Apple Pay users: Your confirmation will be sent to the email linked to your iCloud account. This cannot be changed once the order is placed.
How can I check my order status?
Log into your account and select My Orders. You’ll see the current status of your order, and once it ships, you’ll be able to access tracking information.
I didn’t receive my order confirmation. What should I do?
Your confirmation email (with your 6-digit order number and order summary) should arrive within a few minutes of purchase. Please check your spam or junk folder if you don’t see it in your inbox. If it’s still missing, contact [email protected].
What forms of payment do you accept, and when am I billed?
We currently accept:
- Visa
- MasterCard
- American Express
- Discover
- Apple Pay
- PayPal
- Klarna
- Afterpay
Your account is billed at the time of purchase.
Klarna Note: Monthly financing is issued by WebBank. CA resident loans are made or arranged pursuant to a California Financing Law license (NMLS #1353190).
For security, we may request additional payment verification. Failure to provide this may result in cancellation.
Can I modify or customize a promotional gift?
Unfortunately, no. Promotional gifts are selected at random (shape, length, and color cannot be chosen).
I received an incorrect item. What should I do?
Please email [email protected] with:
- Your order number
- Photos of the incorrect item(s)
- The packing slip included in your package
We’ll review and resolve the issue promptly.
I received a defective or damaged item. What should I do?
Please email [email protected] within 30 days of delivery with:
- Your order number
- Photos and/or video’s of the defective/damaged item(s) are required
- The packing slip
Our team will review the information and provide next steps. Please note nothing will be accepted after the 30-day mark.
An item is missing from my order. What should I do?
Report missing items within 30 days of delivery by emailing [email protected] with your order number and details of the missing item(s).
What happens if a product I ordered is out of stock?
If an item becomes unavailable after you place your order, we’ll reach out with options:
- A refund for the out-of-stock item
Can I modify my order after it’s been placed?
Once an order is placed, we cannot make changes, including:
- Adding/removing items
- Changing shipping addresses
- Applying discounts
What if I’m having trouble checking out?
If you’re experiencing issues, please:
- Take a screenshot of the error or issue
- Gather your cart and shipping details
- Email [email protected] or use our website chat with a description of the issue (attach screenshot if possible)
Our team will assist as quickly as possible.
Can I combine accounts under different emails?
Unfortunately, no. Accounts registered with different emails cannot be merged.
Payments & Security
To protect our customers, we may request additional details regarding your debit/credit card transaction. If you are unable or unwilling to provide the requested information, your order may be canceled.