FREQUENTLY ASKED QUESTIONS
Are your items used?
Everything we sell is 100% brand new, never worn or damaged.
What is your return policy?
Please see our returns info page.
How often do you receive new items?
Our inventory changes very fast because items sell out quick, new items are restocked once a week or biweekly.
How much is your shipping?
Please see our shipping info page. However, we do offer free shipping for all United States orders.
How long does it take for you to process an order?
Orders are processed within 2-3 business days from Monday to Friday only. Processing includes payment and order confirmation and packing for shipping via USPS or UPS. Orders received over the weekend or on holidays will be processed on the next business day.
Why is my order on hold?
Some orders with different billing and shipping information may take an additional 3 business days to process. In addition, the customer will be contacted via email or phone and maybe asked to submit a most recent photo ID with a copy of a bill for verification.
Why did I receive an email asking for a replacement item for an order I already completed?
In the event that some items in your order are out of stock or unavailable, we will try to contact you via email and have you replace the item before we complete and ship it. Please allow an additional 2 business days for processing. If we do not hear from you within 1 or 2 days then we will ship the order as is and refund your original form of payment for the items that were not shipped.
What if I want to change or cancel my order?
You can modify or cancel your order within 1 business day or if your order has not shipped out from our warehouse. Please notify us immediately by chatting with us during our regular business hours from 9:00 am to 6:00 pm (US Pacific Standard time) or email us at firstname.lastname@example.org .
What payment methods do you accept?
We accept the following these forms of payment for orders;
a.Debit/Credit card payments with the Visa, Master Card, American Express and Discover logo.
Why is my credit/debit card being declined?
The usual decline reasons are:
a.There are not enough funds to pay for the order.
b.The billing address for the credit/debit card does not match the one you have in the order.
c.The CVV code or credit card expiration date you put in is incorrect.
My credit/debit card payment did not go through but why do I see it deducted from my account?
It means there was an attempt to make a purchase using the card but then we were not allowed to take the payment because of a mismatch on the billing address or the CVV code. It is a pending charge that should clear out of your account in 3 to 5 days.
How do I check the status of my order?
An email will be sent to you once your order has been shipped, with tracking information. You can also login to your account and check your tracking info.
Why was my order cancelled?
Orders are cancelled for the following reasons:
a.Your billing address does not match the shipping address. Documents requested to verify the validity of the order or the owner of the card used to make the payment was not received.
b. Incomplete and invalid shipping information.
c.All items in your order are no longer available.
Do I have to register before I can place an order?
No, registration is not required to order from us, however it is recommended, since your order will be saved & you can always login to your account and review your orders & tracking....
How do I register?
Please go back to the homepage and click on the "My Account" tab on the top of the page.
When will you ship my order?
Orders are usually shipped 1 or 2 business days after an order has been placed from Monday to Friday only.
It has been more than 2 business days, why is my order still processing?
We are not able to verify payment and shipping information. Orders with out of stock items usually take an additional 3 business days to process and ship. Please see related questions under the heading, "Ordering".
Do you ship to APO/FPOs?
We ship to those addresses including the US territories namely:
American Samoa, Guam, Northern Mariana Islands, Puerto Rico, US Virgin Islands, Federated States of Micronesia, and Marshall Island
Do you have any physical stores?
We are an exclusive online store. We do not have any physical retail storefronts.
What is OFF Rewards?
Our rewards program which enable you to earn point while you shop. Please click on the rewards box for more details.
When will I receive my order?
Orders are delivered to customers within 3-5 days.