- "When do you ship orders?"
We process orders Monday through Friday(excluding holidays) during normal business hours in the order in which they are received. However, expedited-shipping orders are a higher priority and are processed more quickly.
"How will I know when my order ships?"
You will receive an email once items from your order are shipped. The email will contain a link to track your package and a list of items in the box.
"I got the shipment email, but when I track the package, I get a 'Tracking number not found' error!"
Shipment emails are sent out as soon as a shipping label is printed. The package may not be trackable until the package is received by the carrier and the first scan takes place.
"I'd like to pick-up my order. When can I do that?"
You will receive a separate email once your order is ready for pick-up. You MUST bring a copy of this email with you, so we can find your order quickly. The email will also include our warehouse's hours and location.
Please do not come to the warehouse to pick-up your order until you receive an email saying that the order is ready to be picked-up. Doing so only slows down the process of fulfilling all orders, including your's. Orders will not be manually picked, and we don't like wasting your or our time and money.
"I forgot to add an item to my order. Can I place an order while I'm at your warehouse?"
No. We don't have any way of manually placing an order at the warehouse. We also cannot divert our attention from fulfilling our other customers' orders. Please place any additional orders via our website and wait until you receive a ready for pick-up email before coming to our warehouse.
"I have multiple orders to pick-up, but not all of them are ready for pick-up. Can I pick-up all of them, even though some aren't ready yet?"
Unless you've received a "ready for pick-up" for all of your orders, only orders that are ready can be picked up. If you prefer to make only one trip, please wait until you receive a ready for pick-up email for each order.
"I placed an order for pre-order items. When will they ship?"
Pre-orders do not ship until the "Estimated Shipping Date" listed on the item page. If, however, there are any delays in fulfilling pre-orders, we make every effort to keep you updated. We make these kinds of announcements on the home page of our website, as well as our Facebook page.
"Do you ship internationally?"
Absolutely! If you're checking out using an international shipping address, you'll automatically be presented with varying international shipping options during checkout.
"I just placed a large order, and I was told that I would be invoiced separately for any shipping costs. What does this mean?"
For extremely large orders, there are restrictions on packages larger than 70 lbs. We'll be in touch once your order has been packed and is ready for shipping. Please note that any invoiced shipping charges must be paid prior to your order being shipped.
"I did not receive my order. What do I do?"
If you did not receive your order, you must contact us within 14 days of the original order date. Please note that we are not responsible for packages once they have been turned over to the post office, but every effort will be made to track down your package.