Order Processing & Notifications
You will receive a shipment notification email once your order ships. Order processing takes between 2-5 business days, depending on whether the item is made to order.
Please make sure you save our email addresses to your address book feature in your email address associated with your order. If you do not have them saved, your email might automatically send very important emails to your Spam/Junk folder, depending on your bulk mail or spam filter settings. Ensure that you are accepting emails from us, via:
- Shipping & Order correspondence: email@example.com
- Email Subscription and VIP Rewards: firstname.lastname@example.org
Shipping Times with COVID-19
Occasionally issues beyond our control, such as poor weather conditions, mail service backlogs, or incomplete/incorrect addresses may delay shipments beyond their scheduled delivery dates.
We are currently in some unfortunate and unusual times right now, globally, with the COVID-19 pandemic. It continues to affect us all in various ways. Some countries or postal carriers may be affected more so than others, at varying degrees, which may reduce the amount of postal staff working to move your package from one stop to the next, or reduced staff at your country's customs department. This can slow down the movement of packages. We understand the frustration that comes with the inconveniences of living and functioning during such a pandemic. We are dedicated to keeping all of us safe while moving as fast as possible during our own processing times, to help reduce the impact of the postal delays as much as possible.
We appreciate your understanding if your package does meet a delay along the way, but just keep in mind how hard we are all working to get your items to you and how this is something we cannot control once we ship your package. We offer free shipping worldwide for your convenience, but we are also as diligent as possible in getting your packages shipped from our warehouses in a timely fashion and choosing the best postal carrier we can to get your package to you safely and as quick as possible. If you do experience a long ship time, please keep an eye on your order tracking, as whatever updates you can see from the postal services is only the same information we can see for your tracking number too.
During this pandemic, most orders will arrive on average between 2-5 weeks, which varies on your country, customs processing, and postal carriers. Please check out our Returns & Exchanges policy regarding the very rare occasion if your package has not arrived within 90 days.
Customers are solely responsible for any customs fees and/or charges that are incurred. Please use the comment box at checkout to include your customs ID number if your country requires this for imported goods. Every country that requires a customs ID number may call it something different.
- Brazil requires a customs ID number, referred to as a CPF number. All native Brazilians are required to have one, but in case you don't and are shipping to Brazil, you can get one here.
- Korea also requires a customs ID number and can be acquired here.
In some cases our Customer Service may contact international customers and require an accurate customs ID number, if it was not provided in the comment box during the checkout process. If we do not receive the customs ID number with your checkout if your country requires it, the time it takes to retrieve it from you via email unfortunately stalls the shipping process, as we are legally unable to ship without it (where ever customs IDs are required).
Your local government may impose import duties and/or VAT (Value Added Taxes) on imported shipments. These fees are not enforced by us, and are beyond our control or ability to predict. These fees (if any) are made payable to your government. You are responsible for paying any taxes, duties, and/or customs fees deemed necessary for the release of your shipment; please check with your local post office for more information. We are required to declare an accurate monetary value on all international shipments, and are unable to honor any requests to suppress the value of an order on the customs sticker or claim it as a gift.
We have always offered free worldwide shipping and strive to continue providing this perk for everyone, no matter the order size.
We carefully choose among several postal carriers to determine the quickest delivery wherever you are located. We consider the quality of the service as well as the speed of delivery when selecting a carrier. We will choose the most reliable and quickest carrier that specializes in moving through your customs and country. Sometimes unexpected circumstances occur once the package is in the carrier's possession, but we are here for you with our exceptional customer care team and our service policies to help you along the way.
We offer easy order tracking with shipment notifications via email and text.
You can check on your package along the way with our Order Tracking page, found in the bottom of any page of our website, which is also linked in your shipment notification. On the order tracking page, all you will need is your order number and the email address associated with the order, then click the "Track" button.
Depending on the type of items you ordered, some items may ship out separately to get to you quicker, instead of waiting for all items to be made and shipped together. Especially if any items were made to order, some items may ship out while another item is currently in production. This is a common practice among many companies that deal with high volumes of orders and allows us to be more efficient with time and space.
This means you may have more than one tracking number. All tracking numbers for the same order will be located on the same order tracking page, when you click "Track" after entering your order number and email address. You may see two or more links side by side, such as #PM-10000-F1 and #PM-10000-F2. You can click on each of these and it will show you which items are in that package, as well as the tracking number for that package, and the individual tracking updates. You can check these as often as you like, but please keep in mind that different carriers update more often than other carriers.