All online orders are processed and fulfilled from our Santa Ana store location.
Our customer service team is available Monday through Friday, from 10am to 5pm PST. Direct all order inquiries to firstname.lastname@example.org
Please allow up to 24 hours (or 1 business day) for a response from our customer service specialists.
Order Processing & Verification
Orders are processed during regular business hours in the order they were received. Orders received outside of standard hours are processed the following business day.
Standard processing time is 1 - 3 business days. Order processing times may vary due to current COVID-19 response and protocols.
All orders undergo a rigorous Fraud-Risk analysis and are subject to verification prior to fulfillment and shipping. If your order requires verification before processing and delivery, we may contact you by email to request additional information; if we do not receive a response within 3 business days after our attempted contact, the order will be canceled.
Please make sure to provide accurate billing and contact information to facilitate the order verification process. Failure to do so may result in the delay/cancellation of your order.
Once your order is shipped, you will receive an email with tracking information. If you have not received an email within 24 hours, please check the contact information entered at checkout, then contact us for assistance.
Due to the impact of Covid-19, packages shipped via USPS are no longer guaranteed delivery within their usual estimated transit times. If your order is time-sensitive, we recommend choosing UPS or DHL Express for your international shipping needs
We can not accept responsibility for delayed shipments.
Shipping & Delivery
Shipping costs are calculated at checkout based on the shipping method selected, the size and weight of items ordered, and location of delivery. These costs are determined by the shipping carrier and are non-refundable. We currently offer shipping through USPS, UPS and DHL.
Transit times may vary, depending on the shipping service selected at checkout. Please note, all delivery dates provided are estimates and do not guarantee delivery within the suggested time frame. Expedited shipping methods do not include processing time.
We do not process or ship orders on Saturday, Sunday or US national holidays. If an order is time-sensitive, please opt for an expedited shipping method at checkout.
We cannot assume responsibility for lost, stolen or delayed packages. Please utilize the tracking information in your order confirmation email to guarantee safe delivery of your order. Signature confirmation can also be requested at checkout, and is recommended for orders over $200.
Additionally, you are responsible for ensuring your shipping information is correct; if an order is returned to sender due to an incorrect address, we will not cover the cost of re-shipping and no refund will be processed.
Domestic Shipping Methods:
USPS First-Class: takes 3-5 days to arrive*.
USPS Priority: takes 1-3 days to arrive*.
UPS Ground: takes 1-5 business days to arrive.
International Shipping Methods:
USPS First-Class International*: estimated transit times not currently available. This option has a tracking number but is not insured. We are not responsible for uninsured packages. USPS only tracks international First Class packages while they are in the US, tracking stops updating when it leaves the US.
USPS Priority International: takes up to 14 business days* to arrive and is insured.
DHL Express: takes 3-5 days to arrive. This option is insured.
UPS Standard: can take up to 12 days to arrive. This option is insured.
Some delays in delivery are to be expected, depending on local customs clearance procedures. Please contact your local customs office for more details.
Customs, Duties & Taxes
In addition to shipping costs, international customers are responsible for paying any and all customs duties and taxes at the time of delivery. These fees are incurred by your local government and must be paid by the recipient in order to collect your package. By completing your order, you agree to pay all applicable fees.
If a package is returned to us due to a failure to pay customs charges , no refund will be provided.