I have questions pertaining to my order.
If your items are being shipped in multiple orders or if we have questions/comments pertaining to your order, we will record them in the order notes.
You will find the notes by selecting the red button (View / Change Order) on the "Review orders / track packages" page under My Orders of the My Account page. Notes will be listed above the order.
(My Account >> My Orders >> Review orders / track packages >> View / Change Order)
Click the "My Account / Order Status" link at the top right hand side of our site to track your order.
Has my order shipped?
We process your order as quickly as possible to ensure that you receive it within the specified delivery time. If your order doesn't arrive within that timeframe please contact us at Customer Service.
Occasionally, high demand causes us to run out of certain items. If we don't have an item that you've ordered in stock, we notify you by email.
In an instance that an out-of-stock item is not expected to come back in stock, we cancel the order for that item. In this case, we don't charge you for the item or any taxes or shipping charges related to it. However, if your order includes other items, taxes and shipping for that part of your order are still charged.
Orders generally ship within 2-3 business days. For more information on your status click the "My Account / Order Status" link at the top right hand side of our site to check.
How do I change quantities or cancel an item in my order?
Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order.
Please note that once an order has begun processing or has shipped, the order is no longer editable. You can also contact us at Customer Service for assistance.
How do I track my order?
For each order, you can see order details and shipment summary. The shipment information includes a tracking number for each package, which you can click to see the progress of your package.
In most cases, the shipping carrier is identified as the U.S. Postal Service (USPS), United Postal Service (UPS), or Federal Express (FedEx).
In some cases, we may send an order in multiple packages. When we do, we provide tracking information for all packages. You are charged only once if we send your order in more than one package.
If you click on the tracking number pathway you will be redirected to the carriers website which has the most up-to-date information. However, if your package has not arrived within the stated shipping time, feel free to contact us.
Click the "My Account / Order Status" link at the top right hand side of our site to track your order.
My order never arrived.
Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
How can you opt-out, remove or modify information you have provided to us?
- You can look for your tracking confirmation in your Shipping Confirmation Email or Click here to visit the 'Order Status Page'. You can track your order by viewing your order details.
- You can also check with family members, neighbors or others who may have accepted your order if you were unable to receive it.
- If you were not at home during a delivery attempt, the delivery carrier may have placed your order near your door, but out of plain view. Check for the package in areas that might be hidden or out-of-the-way.
- If you still have not received your past due order after following steps above you can Contact Us for Assistance.
An item is missing from my shipment.
We are very sorry for any confusion you may have experienced because your order has been divided into multiple shipments. Please be aware that we have six fulfillment centers throughout the United States in which house different merchandise. Certain merchandise may require different storage climates and/or storage structures, may not even be housed with our fulfillment centers, or may even require to be made-to-order. Because of these factors, your order may be shipped from any of our fulfillment centers or even directly from the vendor of the merchandise.
After you place your order online, you will receive an order confirmation and it will break down your order into the different shipments.
Another reason for dividing shipments is due to availability. Occasionally, when our fulfillment center processes orders, an item may not be available when they go to package your order, or an item may be on back order at the time you ordered the merchandise. In these situations, the available items will be shipped immediately, while the remaining items will be shipped at a later time.
Please be aware that when we divide an order into multiple shipments that the customer is not charged an additional fee. The dividing of items is based on the above-mentioned factors, and we do not believe that our customers should be penalized for this shipping practice. The same shipping fee is simply split across the multiple shipments when your order is charged.
We want you to receive your merchandise as soon as possible. Although it may cause an inconvenience, please understand that if dividing your order into multiple shipments based on the following factors will allow your merchandise to get to you faster, we will do so. We understand that this practice may inconvenience some of our customers, and we sincerely and deeply apologize for any inconvenience that is experienced from it.
To check your status please click the "My Account / Order Status" link at the top right hand side of our site to track your order status.
