Last Updated: June 12, 2026
Welcome to our FAQ. Below are answers to the most common questions we receive from customers. Each answer is based on our published policies. If you cannot find your question here, please contact us using the information on our Contact Us page.
Ordering and Shipping Questions
Q: Do you offer free shipping?
A: Yes. All orders ship for free to the contiguous United States. No minimum purchase is required. No promo code is needed.
Q: Where do you ship?
A: We ship only to addresses within the contiguous United States. We do not ship to Alaska, Hawaii, US territories, APO or FPO addresses, or PO boxes.
Q: How long does processing take?
A: Processing takes 1 to 2 business days from the time you place your order. Business days are Monday through Friday excluding federal holidays.
Q: How long does delivery take after processing?
A: Delivery takes 3 to 5 business days after your order has been processed and shipped.
Q: Can I track my order?
A: Yes. We send a shipment confirmation email that includes a tracking number and a direct link to the carrier’s tracking page.
Q: Which carriers do you use?
A: We use USPS, UPS, FedEx, and DHL. The carrier is selected based on your delivery address and package weight.
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, and PayPal. We do not accept American Express, Discover, checks, or money orders.
Q: When is my payment charged?
A: Your payment is charged at the time you submit your order. The charge occurs immediately, not when your order ships.
Q: What happens if my payment is declined?
A: Your order is not processed. You may try again with a different card or correct your billing information. Verify that your billing address matches your bank’s records.
Returns and Refund Questions
Q: How long do I have to return an item?
A: You have 30 calendar days from the delivery date shown on your carrier tracking confirmation to request a return.
Q: What items can be returned?
A: Items that are unused, in original packaging, and returned due to a quality issue such as a manufacturing defect or transit damage.
Q: Can I return an item if I just changed my mind?
A: No. Our return policy only covers quality issues. We do not accept returns for change of mind, wrong size, or not liking the color.
Q: Is return shipping free?
A: Yes. We provide a prepaid return shipping label for all approved returns. You do not pay for return shipping.
Q: Is there a restocking fee?
A: No. We do not charge any restocking fee.
Q: How do I start a return?
A: Contact us with your order number, a description of the quality issue, and clear photos showing the defect or damage.
Q: What happens after I send my return request?
A: We review your request and, if approved, email you a prepaid return label typically within 2 hours during business hours. You then pack the item in original packaging, affix the label, and drop it off at the carrier location.
Q: Where do I send my return?
A: The return address is printed on the prepaid label we email to you. Please do not send returns without a prepaid label.
Q: How long does return inspection take?
A: Once your return package arrives, we inspect it within 2 business days.
Q: How long until I get my refund?
A: After inspection passes, we process your refund within 1 to 2 business days. Then your bank takes an additional 7 to 10 business days to show the credit in your account.
Q: Why would I receive only a partial refund?
A: Partial refunds are issued if the returned item shows signs of use, missing original packaging, or if the quality issue is not considered a defect.
Q: Can I get a refund to a different payment method?
A: No. Refunds are always sent back to the original payment method you used at checkout.
Product Questions
Q: Are your products authentic?
A: Yes. All items we sell are sourced from genuine inventory. We do not sell counterfeits or unauthorized reproductions.
Q: What if my item arrives damaged?
A: Contact us immediately with your order number and photos of the damage. Damage during transit is covered under our quality issue return policy.
Q: What if my item has a manufacturing defect?
A: You are covered under our return policy. Contact us with your order number and photos of the defect to start a return.
Q: Do you inspect items before shipping?
A: Yes. We inspect products before shipping to ensure they match their descriptions. Items with visible damage or defects are not sent to customers.
Customer Support Questions
Q: How can I contact customer support?
A: You can contact us by email or by phone. Our email address and phone number are listed on our Contact Us page.
Q: What are your customer service hours?
A: Monday through Friday, 9:00 AM to 6:00 PM Mountain Time. We are closed on weekends and federal holidays.
Q: How quickly do you respond to emails?
A: We typically respond within 1 business day. Most emails receive a response within 4 to 8 hours during business days.
Q: How quickly do you send return labels?
A: Return label requests are typically processed within 2 hours during business hours.
Q: Do you have a physical address?
A: Yes. Our address is 1578 South 1900 East, Salt Lake City, Utah, 84108, United States. This address accepts mail and returns.
Q: Where are your policies located?
A: All policies including Shipping, Return, Refund, Payment Methods, Terms of Service, Privacy Policy, About Us, and this FAQ are linked in the footer of every page on our website.
Order Status Questions
Q: My tracking number is not showing any information. What should I do?
A: Tracking information can take up to 24 hours to appear after you receive the shipment notification. Check again after 24 hours.
Q: My package says delivered but I did not receive it.
A: First, check with neighbors or anyone else at your address. Then contact the carrier directly using your tracking number. If the carrier confirms delivery but you still cannot locate the package, contact us and we will assist.
Q: Can I change my shipping address after placing an order?
A: If your order has not yet been processed, contact us immediately. Once your order is processed or shipped, we cannot change the address.
Q: Can I cancel my order?
A: Contact us within 1 hour of placing your order. If the order has not been processed, we will cancel it and issue a full refund. After processing begins, cancellations are not possible.
Q: What if I entered the wrong email address?
A: Contact us immediately with your name and order date. We can update your email address so you receive order confirmations and tracking information.