Once you have placed your order and if you have given us a working email address, as soon as your package gets a shipping label, you will be automatically emailed with the tracking number.
» How Do I Track My Order?
As long as you entered a valid e-mail address during checkout, you will receive an e-mail with tracking information. Please be sure to check your spam filter as these e-mails tend to get caught in these filters. You can also login to your account
to track your package. Your login is your e-mail address and a password that you received when you placed your order. If you have forgotten your password, you will be able to retrieve your password from this screen also.
» I Never Received My Order?
First, be sure you have logged in to your account and checked your order status. If your tracking information indicates that your order has been delivered, please check with everyone in your household and with any neighbors to ensure that they did not accept the package for you. Please also check all areas around your home to ensure that the package was not delivered to you and left in a hidden spot (on the back porch, in the garage, or behind a flower pot, for example). You should also check with your neighbors just in case they are holding on to it for you.
If we are not notified within 2 weeks of the ship date that you did not receive your package we will be unable to help you. There is only a certain amount of time that we have to deal with lost packages with the carrier and if we do not contact the carrier within that amount of time we will not be able to help you unfortunately.
FedEx can be reached at (800)-GO-FEDEX and USPS can be reached at 1-800-ASK-USPS. You can also check the tracking page for the number to your local USPS location. If UPS or USPS was there and couldn't obtain an adult signature, they may have left a post-it note with re-delivery or pickup information. If you cannot track your order or find your order status via these methods, please call our customer service department at 877-814-4297.
If your order shipped via FedEx and is showing that it was delivered but you have not received your order, we will file a tracer on your behalf. FedEx will attempt to locate the package and deliver it. If they cannot locate and deliver the package, they will issue a refund for the items contained in the package. Tracers typically are completed within 5-8 business days, but can take up to 4 weeks.
If your order shipped via Economy (USPS), it can take up to 12 days, not including Sundays or Federal Holidays, to be delivered. If it has been over 12 shipping days and your package still has not arrived, please call us at 877-814-4297. We will initiate an investigation with our USPS representative who should be able to locate and deliver the package. If the package has not been located and delivered after 8 business days, we will reship your package via FedEx Home at no cost to you.
We will continue to track your original order and if it is delivered to you, we will issue a call tag and FedEx will pick up the second package from you and return it to us.
» How Do I Cancel My Order/Item?
The best way to cancel your order or a particular item is to give us a call at 877-814-4297. We will be glad to help you out.
» What Is Your Out Of Stock Policy?
Currently we do not have a "Live Inventory", but as soon as there is an item out of stock we will try our very hardest to take that item off of the site. There may be a case when an out of stock item slips by in the system in between when we are taking items off the site. For this we apologize. For most items that are out of stock we will be getting them back in.
» An Item Is Missing From My Shipment.
If you are missing an item from your order, please call us immediately at 877-814-4297. We will initiate an internal investigation on your behalf. We will check the weight of a properly packed package against the weight of the package missing the item and compare the two to ensure that the package was missing when it left our warehouse. We will also check our inventory of the item to confirm that we do have an extra one that was not sent.
If the item was not shipped in your original package, we will ship a replacement immediately using the shipping method from the original order. We will gladly upgrade the shipping if you are willing to pay the difference between the original shipping and expedited shipping.
If we determine that the item was shipped and was lost in transit, we will file a FedEx or USPS claim on your behalf, depending upon the shipping method. Claims typically take 2-8 business days to complete, but can take up to 3-4 weeks in rare circumstances.
» My Product is Missing Parts.
If your item is missing any parts that are listed on our website's description, the first step you should take is to contact the manufacturer. This is because many times they will change the features on an item when new ones are shipped before we have a chance to update the website. If this is not the case, the manufacturer can ship you any missing elements much faster than we can because we do not always stock the parts that make up some items. In most cases we will need you to send back the item for an exchange if it is missing something or defective.
» Can I Make Changes To My Order?
Yes, the easiest way to make changes to your order is by calling our customer service at 877-814-4297. As long as your order has not be shipped yet, you may be able to make changes to your order.
» Can I Combine Two Orders?
At this time you can not combine two or more orders together. If you think that you have made two orders by mistake, please call us at 877-814-4297 and we will be glad to help you out.