Frequently Asked Questions
How do I reach you when I have a specific question?
Do you provide phone support? What about Skype or Facetime?
We don't offer phone or video call support at this time. We are able to keep our support services accessible and cost effective by offering them exclusively online instead.
How fast do you respond to support inquiries?
We aim to provide feedback on all requests within 24 hours, but please allow 1-2 business days for a response. Our support team is primarily based in the Greenwich Mean Time and is available during standard business hours, Monday through Friday.
Why is no one replying to my emails?
We reply to all emails. Usually, that happens because some email providers or services send unknown emails to the spam folder, so please check your spam or / junk email folder, and "whitelist" us by adding our address to your contacts.
Why haven't I received an email from you confirming my order?
That usually happens for two reasons. The first one is because you have entered the wrong email address. To correct this, please send us a message to email@example.com so you can start receiving our emails. The second reason is that your email settings are interpreting our emails as spam. To correct this "whitelist" us by adding our email addresses to your contacts.
How do I know that my order is being fulfilled?
After placing an order you immediately receive an email confirming your order. Usually, within 24 hours, we will send you another stating that your order has been processed. Then as soon as the tracking code is available we will send you another one, and also when the order is shipped.
I'm not being able to place my order. Can you place it for me?
Yes. Just give us a call and we will create a Draft Order. You will need to provide us the First and Last Name, Shipping and Billing Address. Then we will send you an email so you can complete your purchase by paying with Credit Card or PayPal.
Why is my bank statement is showing me that all my failed attempts to pay are being charged?
Those charges are all temporary and should be "cleared" from your bank statement a few days after. The only charge that you should have is the one that is confirmed in our store.
What methods of payment do you accept?
We accept all major credit cards, including Visa, Mastercard, and PayPal.
Is my credit card information secure?
Yes, your payment is processed through an encrypted connection using SSL and all our servers are protected by anti-virus software that is always up to date.
Why does My credit card keep getting rejected?
The main reasons why your credit card is being refused by us usually are:
- Invalid CVV code
To correct this you must know what your CVV code is.
- Shipping and Billing Address mismatch
Sometimes the credit card is registered in a different address than the one to where you to ship your order to. To correct this situation, when you are about to complete your purchase, just click the option that says "Billing Address"
- Other reasons
Other reasons may have to do with the specifications of your credit card. If you need to know more details about why your credit card is being refused, please send us a message to firstname.lastname@example.org, or contact your bank or credit card issuer.
My Credit Card payment was not accepted and my bank statement is saying that there was a fraudulent attempt of purchase. Why?
When trying to purchase from us, if you fail, for your safety, we send a notification to your bank because we can not confirm that it is really you that is using your credit card.
When will my order ship?
Orders are usually processed and shipped within 2 business days of purchase. Regarding some products, it may take up to 4 to 7 business days to ship it due to high demand.
When will I receive my order?
On average, for the US, within 14 business days but on some rare occasions, due to holidays or unseen circumstances, orders may take a few more days. For that reason, please allow 21 business days before contacting us. Also, have in mind that you can follow your package through the "Order Tracking" page and that these delivery days are estimates based on the average of all deliveries for each country.
Here are the details of the shipping times day ranges:
15-25 days shipping to
- United States
- United Kingdom
20-40 days shipping to
- New Zealand
30-60 days shipping to
- Costa Rica
- All unlisted countries
What carrier does your order ship?
All U.S. orders are shipped via UPS/ USPS.
Are there duties for American orders?
No there are no additional duties.
How do I know where my package is?
You will receive a tracking code that will allow you to track the status of your order on the "Order Tracking" page.
Why isn't my tracking code being updated?
It isn't being updated because the package is in route to the location that you have specified. Once the package reaches a checkpoint it will be updated and a more accurate delivery time will be given.
What is your return policy?
You may cancel or amend your order within 24 hours of purchase. We are committed to our customers and want you to have a good experience with us. We stand by our product and offer a 100% customer satisfaction guarantee. Just return the product to us undamaged and we will refund you. For more information, visit our full detailed Return Policy.
Are there any costs when returning a package?
Yes, we do not provide pre-paid shipping packages to send products back to us. You must send back unwanted product at your own expense.
If your question is not here, please contact us. We'll be glad to help.