FAQs
Q: What is your turnaround time?
A: Our current turnaround time for RTS items is 5-7 Business days and 7-14 Business Days for custom orders (unless stated otherwise in the item description). Please note, this does not include the shipping time frame for the shipping carriers.
Q: Can I combine orders?
A: Unfortunately, we cannot combine orders. If you have already placed and order and would like to add items we have in stock and your order has not been processed yet, please contact us. We will update your order and send a revised invoice for the remaining balance.
We can only do this for open orders. We cannot update orders that have already been processed and you have received a tracking number for.
Q: Why has my tracking not updated with the carrier?
A: Unfortunately, we see the same information on your tracking number as you do. We will not be able to provide any more information other than what you are seeing. We recommend getting in contact with the mail carrier to find out more information on your package.
We will certainly try our best to gather more information and do what we can do find your package.
If your tracking does not update within 15 days, please contact us and we can file a claim through the carrier. Once the claim has been submitted, a new order will then be sent out to you.
Q: What happens if my order arrived damaged?
A: If your order arrives damaged, please contact us immediately. Please utilize the contact us page to get in contact with us. Please fill out all required feilds and submit photos of how you order arrived.
In order to file a claim through the carrier, you will need to take your damaged package to your local postal office that it was shipped through and show them the damages. They will not allow a claim to be filed unless the package is shown to them in person.
We cannot send a replacement without you completing all steps listed above.
Q: What if my tracking says delivered but I did not receive it?
A: You will need to contact the carrier, as we do not have this information.
Q: Why is my product not as vibrant as the pictures listed on the product page?
A: We use high quality materials to make all of our products. However, we do advise that our images are mock ups and the brightness and colors could very based on your computer screens. Every computer is different and their color settings. We do recommend you take this into consideration when ordering, although this has not been a common issue for us.
Q: Do you accept returns or exchanges?
A: Returns are accepted on all non-custom orders, within 14 business days of purchase. Customer is responsible for paying return shipping fee, in the event the item needs to be sent back. If this was originally a pick-up order, customer is responsible for dropping off the order at the original pick-up location.
Item must be unused and in original packaging in order to be returned. A full refund will be issued back to the original form of payment (upon acceptance and review of the returned order) when sent back within 14 business days. If returns are requested after 14 business days, a store credit will be issued and the item will still need to be returned. Customer is responsible for any return shipping fees.
Exchanges are also accepted within 14 business days of purchase. The item will need to be sent back to us and a refund will be issued if accepted. You may then place an order for the replacement item.
Please note, any used orders and custom orders are NOT eligible for returns.