How do I check the
status of my order?
It's easy to check the status of your order if you have an online store
account. Simply visit the website and click "Account" located in the
site's navigation. Once you have signed in, click "Account" and
you'll be taken to your account page where you can review your orders, edit
your profile, change your password, and more.
Please note: You cannot check the status of an order if you did not
create a store account when the order was originally submitted.
Tracking information is available for the following shipping methods:
rapid (USPS) shipping methods
Your tracking number will be enclosed in the shipping confirmation email you
Expected delivery time for Standard delivery is 7-10 business days and
international delivery is 2-5 weeks.
My item(s) is on
backorder, what does that mean?
Some items offered through the store may be on backorder. Backordered items are
not available to ship immediately but are expected to be in stock soon. Most
backordered items are available in 1 - 4 weeks, however some items take longer.
Please check the product description on the website for further information.
Payment for backordered items is not captured until the item ships.
Please note: If your order contains both in
stock items and backordered items your order will not ship until the backordered
item(s) is available to ship.
How Do Pre-Orders Work?
A Pre-Order is an order placed for merchandise with a designated future ship
date. The ship date given at the time of purchase is an estimated ship date and
is subject to change. You will be charged for your entire order at the time it is
placed. Your order will not ship until the pre-order item is available to ship.
Please note, due to the nature of pre-orders, they cannot be canceled or
modified. When your pre-order ships it uses the shipping method you selected
upon checkout. You can find your shipping method selection in your order
What are the charges
for shipping inside of the US?
Shipping costs for US orders vary based on content and the destination. To
determine available shipping options and costs, please add all desired items to
your shopping cart and proceed to checkout. You will not be required to enter
any credit card information until after the shipping method is selected.
Please note that weight, dimension, and size may affect the total shipping cost
on some items. A tracking number is available for all U.S. shipments. The
quoted delivery time for each shipping method is an estimate.
International Shipping (Including
What are your international shipping
Shipping costs for international orders vary based on
content and the destination country. To calculate your shipping charge, please
add all desired items to your shopping cart and proceed to checkout. You are
not required to enter any credit card information until after the shipping
method is selected.
Please note that weight, dimension, and size may affect the total shipping cost
on some items.
International orders ship via one of the following shipping methods*:
Standard (8-24 business days)
Expedited (6-14 business days)
Please note, a tracking number is only available for International Rapid
International Standard orders are tendered to your local post office for final
delivery. Please contact customs or your local postal service if your order is
delayed, as it may have been held for inspection or duties/taxes. This is
applicable to all international shipping methods.
Due to international shipping laws/restrictions, we are not able to ship
lighters (other flammable items) and food products internationally.
We do not accept COD.
* The delivery time for each shipping method is estimated.
How do I ship to a U.S. Military
Instructions for using U.S.
Please check with USPS for the latest guidelines for shipping to domestic or
overseas U.S. military bases: https://www.usps.com/ship/apo-fpo-dpo.htm
From the USPS website (3/30/2018)
Addressing Military and Domestic Mail
Make sure you include the unit and box numbers, for
APO/FPO/DPO shipping addresses (if assigned). To prevent mail from entering
foreign mail networks, do not include city or country names in APO/FPO/DPO
Army/Air Post Office (APO)
PFC JOHN DOE PSC 3 BOX 4120
APO AE 09021
Fleet Post Office (FPO)
SEAMAN JOSEPH SMITH
UNIT 100100 BOX 4120
FPO AP 96691
Diplomatic Post Office (DPO)
UNIT 8400 BOX 0000
DPO AE 09498-0048
Please note: We are not responsible for shipments once they have
been delivered to the local USPS facility. Tracking information is not
available for shipments to APO/FPO boxes for security reasons. Shipments
through the U.S. Military Post Office may have a longer transit time than is
listed at checkout.
To get more specific shipping restrictions for a Military Post Office ZIP Code,
the Military Postal Service Agency's website
additional information on diplomatic mail by emailing
your local Post Office
USPS Customer Service at 1-800-ASK-USPS (1-800-275-8777)
International Taxes and Duties
How do you calculate
International taxes, customs fees, or duties?
If your order is shipping outside of the US, you are likely to be charged
customs fees (taxes, duties, processing fees, etc.) before delivery can be
completed. The shipping charges applied to your order do not include customs
fees. For any issues regarding customs or duty fees, please contact your local
customs office. These fees cannot be refunded, as they are not charged by us.
If you refuse to pay the customs fees when your order arrives, the shipment
will be returned.
Unfortunately we are unable to estimate customs fees, taxes, duties, etc. The
delivery of your order could be delayed due to customs processing. If your
order does not arrive in a reasonable amount of time, you should check with
your local customs office to see if they are holding the package for payment of
fees. Also, please be aware that some customs offices will send a separate
invoice for your customs fees that could arrive several weeks after you receive
Please be familiar with the customs charges in your country before you
Please note: Due to International shipping laws, we cannot declare
merchandise as a 'Gift' on customs forms.
Returns and Exchanges
How do I return or exchange an item?
Is there a deadline for returning
something for a refund or exchange?
We will accept any unwashed/unworn merchandise items for
return or exchange within 30 days of delivery(within 45 days of purchase for
shipments outside of the United States). The return date will be determined by
the postmark on the returned package.
Where should I send items I am
returning or exchanging?
If you are not using the postage pre-paid return label at
the bottom of this page, your package should be addressed to: Returns
Department, 5400 Three Notched Road, Crozet, VA 22932-3105
I want to return or exchange
something that was a gift, can I do that?
We accept returns on orders that were purchased as a gift.
Please note that a refund or any financial adjustment made on the order will be
applied to the original form of payment only. If you are not the purchaser, the
refund will be issued in the form of a Gift Certificate. If you are not the
original customer, please include their name and zip code to help expedite the
What is not refundable?
The following items or situations are not eligible for a
refund or exchange: Wearable items that are washed or worn, undergarments, open
media, downloads, as well as perishable goods.
What form will my refund take?
All refunds will be credited to the original payment source.
Shipping and handling charges are non-refundable except in the case of a
Who pays for postage?
If you are returning damaged or defective merchandise, we
will pay the cost of return shipping if you use the postage pre-paid return
label. International returns cannot use the prepaid label. If you are returning
an internationally shipped order, please include your shipping receipt. Please
contact customer service for shipping reimbursement information based on your
purchase. If we determine at our sole discretion that the merchandise you
return is not eligible for return or exchange you authorize us to charge your
original payment source the applicable return shipping charge.
Are there requirements for how my
return/exchange needs to be shipped back to you?
For any returned merchandise valued in excess of $100.00 you
must send the merchandise using a traceable and insured ship method and include
your receipt with your return for reimbursement. Please note, we only issue
reimbursements if the return is due to an error on our part.
What if my
return is lost in the mail?
We do not issue
refunds for items not received by our returns department and recommend you use
a traceable ship method to ensure successful delivery.
Should you need further assistance, please call customer service at 800-767-7160
(U.S), or e-mail email@example.com. Customers outside of the
U.S.: Please use your region's international access code, followed by the
number '1' (the country code for the U.S), and the phone number 434-812-4067. So,
if you're located in the United Kingdom and you need to call our U.S. based
customer care number you would dial 00-1-434-812-4067; or if from a mobile
How Do I Change or Cancel an Order?
Can I make changes to my order?
Please note that we are unable to cancel, change, combine
shipping or add items to an order once has been submitted.
Credit Card Decline
My credit card was
declined, can I still place my order?
Unfortunately we are not provided reasons as to why a credit card payment was
declined. Please reach out to your credit card provider for clarification and
further assistance. You are welcome to process your order with a different
credit card or PayPal.
If your question was not answered here please contact us at firstname.lastname@example.org or 800-767-7160