General FAQs Print
How do I track my order?
You will receive an email with your tracking number once it has been fulfilled. If you have not received the email yet, please check your promotions and spam folders before reaching out as the email sometimes ends up there.
How long does it take for an order to ship?
Most orders ship within 1-2 business days but it can take up to 3-4 business days in some instances depending on product availability and when the carrier picks up. Our network of retailers fulfilling your order ship Monday - Friday 9-5 PM. Orders are not fulfilled on bank holidays and weekends. Depending on your location, orders will be delivered within 2-9 business days after shipment. From time to time, there may be some delays
Can I ship to a P.O. Box?
Orders cannot be shipped to an APO/FPO/DPO or P.O. Box, because all orders require an Adult Signature.
Can I ship to an APO/FPO/DPO Box?
Orders cannot be shipped to an APO/FPO/DPO Box, because all orders require an Adult Signature.
What States can you ship to?
AZ, CA, CO, CT, DE, DC, FL, GA, ID, IL, IN, IA, KS, LA, ME, MD, MA, MN, MO, MT, NE, NV, NH, NJ, NM, NY, NC, OH, OK, OR, PA, RI, SC, TN, TX, VT, VA, WA, WV, WI, WY.
How old do you have to be to place an order?
21 or older.
Do I need to be home to receive my package?
Someone 21+ with a photo id must be present at the time of delivery to sign. If someone 21+ is not home, the carrier will make 2 more attempts to deliver. If the 3rd attempt is unsuccessful, the order is returned to the retailer who fulfilled your order.
Why was my order not sent to my address?
Most of the time, this means that the order was returned to the sender due to damage in transit, an incorrect delivery address, or three failed delivery attempts. If you want us to reship, we will charge you a $20 reshipment fee. If you don’t want us to reship, we will refund you less the shipping, handling, and restocking fees. If it is an incorrect order, we will reship at no additional charge to you.
When will I hear back from your customer service team?
Our customer service team is available Monday-Friday 9-5 PM. Within those hours you should hear back from our customer service team in less than 2 hours.
My order arrived damaged, what do I do?
Please take a picture of the damaged item in the box and send an email with the picture, the website you ordered from, and your order number to firstname.lastname@example.org. One of our customer service representatives will be in touch with you shortly!
My order shows as delivered, and I didn’t get it, what do I do?
It's more than likely your package was returned after 3 unsuccessful delivery attempts. We feel this is ample time to get your package. If you want us to reship, we will charge you a $20 reshipment fee. If you don’t want us to reship, we will refund you less the shipping, handling, and restocking fees.
I received the wrong product, what do I do?
Please take a picture of the wrong item in the box and send an email with the picture, the website you ordered from, and your order number to email@example.com. One of our customer service representatives will be in touch with you shortly!
I won’t be home when the delivery is supposed to come, what do I do?
For all UPS and Fedex orders, you can ship to a location to hold near you. This allows you to pick it up during the entire window that store is open, rather than the small window when the carrier is near your house.
Fedex - Fedex offers a free option to hold a customer's package at a fedex store or a local store. You can pick it up at places like Walgreens, Duane Reade, Fedex Office Ship Center, Acme, Dollar General, and Office Depot. They hold the package for 10 days for fedex ground and five days for fedex express. You need your ID and the tracking number to pick it up. Click here to find all locations.
UPS - UPS offers a similar pickup plan, which is free if you pick up from a UPS customer center. UPS My Choice customers can to an access point. UPS Access points include Staples, UPS Stores, Michaels, and other locations.
Can I return my product?
Unfortunately, we are currently unable to accept returns.
Can I add or remove a product from my order?
Unfortunately, not at the moment.
How do I submit a Route Claim?
Route is a package insurance used by many of our partners. In order to submit a claim, your order must be damaged, lost or stolen. To submit a claim, first you need to download the Route app. You will then login with your email and Route order number, which you should have received with your order. Then, just follow the prompts to update them on what happened. If your claim is successful, it will be reshipped in no time.