WHEN WILL MY ORDER SHIP?
Please allow 1-3 business days for your order to process. During peak holiday times, our processing time might be a bit longer. We are a small business with just a few team members but know that we are working hard to get your order out as quickly as possible.
If you've chosen a scheduled ship date, we will be sure to ship your order on that date. If you included a gift note with your scheduled package, sometimes you might get a notification that says your order has been partially fulfilled ahead of your scheduled ship date, this is simply because we've processed the order and written out your message and set it aside. But we have not printed out the shipping label yet. You'll receive another shipment notification when we ship it out.
Once your order ships, the transit time will vary based on the shipping option you chose at checkout. Please note that transit time is out of our control and there may be carrier delays due to the holidays and COVID disruptions.
We currently offer UPS and USPS as a shipping option.
All packages ship out of our warehouse in Lorton, VA. If you are shipping to the DMV area or on the East coast, your order should arrive fairly fast.
CAN I GET FREE SHIPPING?
Orders $50 or more qualify for free shipping. Use coupon code Frshp50 at checkout. We've also made some discount codes available for the holiday season. Click here.
We often have customers inquire about picking up their order in person to save on shipping costs. Due to COVID concerns we are not offering this as an option. It is much easier, faster, and safer for us to ship the order direct to you at this time. Order $50 or more and we'll ship free for you (see previous section).
We do ship internationally, but please note that international shipping times have been quite delayed this year due to COVID. There are also instances when an international customer is charged an additional border tax fee once they receive their package. We are not able to view this on our end and don't know what countries are susceptible to additional tax fees. Varies by country.
MY ORDER WAS MARKED AS DELIVERED BUT I HAVEN'T RECEIVED IT.
In some cases, an order will be marked as delivered by the carrier even though the customer has not received it. If this happens to you, we ask that you give it an extra 2 days. Sometimes the carrier marks the order as delivered but doesn't actually deliver it until the next day. Other times, the order is mistakenly delivered or picked up by a neighbor. This is especially common if you live in a large building. So please check with your mail room and neighbors too. If it still hasn't shown up, you should reach out to the carrier and file a report using your tracking number. Packages that ship UPS or USPS Priority are insured for up to $100. Once you file a claim, please email us with your claim number at [email protected] and let us know.
You can file a claim with USPS by clicking here.
You can file a claim with UPS by clicking here.
When things are slow, we are often happy to file a claim on behalf of a customer and troubleshoot the issue for them, but during peak times we are stretched quite thin and it will be faster if you file a claim yourself.
THERE IS NO UPDATE TO MY TRACKING INFORMATION
If you have been issued a tracking number indicating your order has been shipped out but you don't see any updates on the tracking after 3 business days, or you don't see any movement on the package after a few days, we ask that you continue to remain patient. There are currently severe shipping delays but shipments seem to still be moving through the system.
If you need to cancel your order, we're happy to cancel it for you if it has not already shipped. The sooner you let us know, the better the chance we'll be able to cancel it. We'll gladly process a return within 30 days if the item is defective in anyway. If you require a return for any other reason within 30 days, you will need to pay to ship the item back and we can offer you store credit.