Shipping OptionsWe offer several different shipping options so our customers may select the shipping option which best suits his or her needs. Below is a list of all the shipping options we offer along with explanations of each method. Please review all the shipping information below before selecting your preferred method as the method you select will determine how long it takes for your package to arrive and how a shipping claim is handled, if necessary. If you aren’t sure which method is right for you, please don’t hesitate to contact us and discuss your options. Please note, your shipping options may be limited by your location or the items you purchase.
Key Points to Remember about Shipping
GUARANTEED SERVICE vs. NOT Guaranteed Service
If the shipping method you select is guaranteed, the carrier providing the chosen shipping method is guaranteeing either the arrival date of your package or the number of days your package is in transit. If the package takes longer to arrive than the guaranteed time, the carrier will refund us the shipping charges and we will in turn provide you with a refund of the shipping charges.
If you select a method of shipment which is not guaranteed, the time frame for arrival is an estimate only. If your package arrives later than the estimate given for a non-guaranteed service, the shipping fee is not refundable. We understand how frustrating this can be, but we do not have any control of the package once it leaves our facility. If the carrier takes longer to deliver the package than estimated for a shipping method which is not guaranteed, they do not provide us with a refund of the shipping charges and therefore, we cannot provide you with a refund of the shipping charges.
Arrival Date Policy
The time it takes to receive your order is determined by when you place your order and which shipping method you select. If you place your order before 2:00pm on a weekday that isn’t a holiday, your order will be shipped out the same day. Keep in mind, a holiday falling in between your order date and the date your package is estimated to arrive may impact when you receive your order. Please consult the carrier’s website of your chosen shipping method to see what holidays, if any, may impact your delivery. If the shipping method you selected provides days in transit rather than an estimated delivery date, please start counting business days from the day after your order was picked up. Your order will most likely arrive on the estimated delivery date or the last day of expected days in transit but may be delivered afterward if you did not select a guaranteed shipping method.
After the carrier has accepted your order, we will send you a shipping notification email with the tracking number for your shipment. The tracking number is the best way to follow your order’s progress. We do not have any additional information about your package beyond what is provided by the carrier. Further, the carriers typically do not have any additional information about your package beyond what the tracking information posted on their respective websites. If your order does not arrive by the estimated arrival date and you selected a guaranteed shipping method, please contact us as soon as possible so we may begin the process of resolving the situation. If you did not select a guaranteed shipping method, please wait at least three additional business days before contacting us as orders that are later than estimated typically will arrive by then. See our Late Order Policy or our Lost Order Policy directly below for additional details.
Late Order Policy
If your order does not arrive by the estimated delivery date for a guaranteed service such as UPS Next Day Air, please contact us immediately so we may resolve the situation. How we resolve the situation will depend upon the individual circumstances of your order. Possible solutions include but are not limited to refunding the shipping fee, reshipping your order, providing you with Customer Reward Points or any other solution we deem fit to rectify the issue.
If you did not select a guaranteed service, examples of which include USPS Priority Mail or UPS Ground, and your package did not arrive by the estimated arrival date, your shipping fee will not be refunded. You will need to continue to wait for your package to arrive for at least seven business days before we consider the order lost, at which time we will handle the package as such. Please see our Lost Order Policy directly below for complete details. If you would like a replacement order shipped for a non-guaranteed service and your order is not lost, you will need to place a new order.
Please keep in mind, as long as the tracking information says “In Transit”, the package is still in transit it to you and unfortunately, our hands are tied and we cannot provide any further assistance to get your package delivered any faster. We sympathize the carrier let you down by exceeding the estimated transit time, but the carrier is an independent business outside of our control. As stated above under “Shipping Options” and “Key Points to Remember About Shipping”, please be sure to select the shipping method that is best for the circumstances of your order as we are just as much at the carriers’ mercy as you are when it comes to the delivery date of a non-guaranteed service. The carrier does not consider your order lost unless the tracking information has stated “In Transit” for 15 days with no movement on the package. We will not make you wait this long, but again, please see our Lost Order Policy below for further details. If the tracking information states anything other than “In Transit”, please contact us so we may investigate the matter further.
In the case of the USPS, sometimes orders can be delayed and show no movement for a day or two. If this happens to your order, we suggest signing up for “Text & Email Updates” on the USPS website (located below where your tracking information appears) as signing up for updates is usually enough to get the package moving again. If you contact us about your order showing “In Transit” with no movement before seven days has elapsed, we will do this for you, but we are unable to do anything else.
Again, if you are a commercial customer/business, we cannot be held accountable for the promises you make to your customers and will not provide compensation for lost revenue due to missed deadlines stemming from circumstances outside of our control such as a package which was damaged or delivered late by the courier. While we certainly sympathize with your situation, we have no control over any shipping companies and cannot make any guarantees to our customers beyond the guarantees the shipping companies provide to us.
Lost Order Policy
A package is not lost if it’s tracking information still states “In Transit”. This applies to guaranteed shipping methods and non-guaranteed methods alike. If the tracking shows “In Transit”, please consult our Late Order Policy above for further details. If the tracking information states something other than “In Transit”, it is still possible your order is on the way to you and not lost. Please contact us so we may investigate the situation and determine if the package is lost. If your package has stated “In Transit” with NO movement for more than seven business days and you have already signed up for “Text & Email Updates” as noted above in our Late Order Policy above, we will consider the package lost and treat it accordingly. SPECIAL NOTE: The USPS does not consider a package lost unless it has been 15 DAYS with no movement, so please understand we are going above and beyond USPS policy and taking a risk/incurring additional cost to provide our customers a faster resolution. It is still possible the original package may be delivered within the 15-day window after we have considered the package lost. If this occurs, please contact us so we may send you a return service label (RSL) to return the extra order.
If a package is lost, we will reship your order or provide you with a refund of the items only (unless it is a guaranteed shipping method, in such a case please see GUARANTEED SERVICE vs. Not Guaranteed Service above for further details) as mutually agreed upon by you and us. We will then file a claim with the carrier to recoup the lost funds. Please do not attempt to file a claim with the carrier as it may jeopardize our ability to do so and thus remove our ability to ship you a replacement order or provide you with a refund. If your order is lost, you may be contacted by the carrier about said order. If so, and the carrier asks you if you received your order, please understand they are inquiring about your original order and not the replacement order. Please tell them “no”, that you did not receive your order because if you tell them “yes” in reference to receiving the replacement we sent, they will assume you mean the original and thus deny our claim.
Same Day Shipping Policy
We know how important it is for our customers to receive orders in a timely manner, which is why we offer Same Day Shipping for all orders placed by 2:00pm Eastern, Monday through Friday. All accepted orders placed before 2:00pm Eastern on weekdays with a valid shipping address will ship out the same day. (Please make sure you enter your address correctly as your order will be delayed if you do not. Further, if your billing address does not match the address on file for the card you used to place the order, this may delay your order as well.) Orders placed after 2:00pm Eastern, on the weekend or on a holiday will be shipped on the next business day and our Same Day Shipping will not apply. Once your order is shipped, the order status is updated in our store and you are sent a notification email which includes the tracking number. Please note, we make every effort to keep the inventory levels listed on our website up to date, but mistakes can happen. If we receive an order for an out of stock item, we will contact you as quickly as possible to resolve the issue.
International Shipping Policy
Currently, we do NOT offer shipping outside of the United States. If you live internationally, we recommend contacting a freight forwarder within the U.S. to determine the cost and viability of having your order shipped to the freight company and then forwarded to you.
A Special Note About Holiday Shipping
Please keep in mind this holiday season that our friends at the USPS and UPS have been overwhelmed with the volume of packages being shipped. All carriers have hired temporary help and have most of their regular employees working overtime to make sure you receive your order in a timely manner. None the less, time in transit can be increased beyond the initial estimate provided and sometimes packages can get lost. The USPS and UPS are staffed by people doing their best to make the holidays enjoyable, just like you!
The only thing we have control of is when your package leaves our facility and we always live up to our promise of shipping orders received on weekdays before 2:00pm EST the same day. In the rare circumstance we aren't able to do so, we will certainly work with you. Even though we shipped your order out the same day it was placed, once your package has been handed off to the carrier, we don't have any control over when you ultimately receive it. Sometimes we will ship an order and the carrier will fail to scan it right away, meaning, the tracking information makes it appear your package has not left here when in reality it has. As long as our shipping system shows your order left our facility, we don't have any control of when the carrier performs scans to update the tracking information or when you receive your order.
If your order left our facility and is still in transit to you, we are unable to make the carrier deliver the package any faster and we can not reship your order. Further, standard shipping methods such as Flat Rate Shipping, Free Shipping, UPS Ground and USPS Priority Mail are NOT guaranteed and therefore not refundable if the package arrives after the estimate. If time is of the essence for your order, we suggest using UPS Next Day Air or UPS 2nd Day Air.