Frequently Asked Questions
Everything you need to know about ordering and delivery.
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Delivery Guarantee
If your order doesn't arrive, we re-ship it for free.
HOW IT WORKS
We've been shipping orders for 6 years. Our delivery success rate is over 95%. But logistics isn't perfect. Packages get lost. Couriers make mistakes. Customs holds shipments.
If your order doesn't reach you → we send it again. You don't pay twice for our problem.
THE PROCESS
Check your tracking (if available)
Shows "lost", "returned", or no updates for 15 working days
Start a support chat
Include your order number and describe the issue
We investigate and verify
Response within 24 hours
We re-ship if covered
New tracking sent (if applicable)
Support hours: Monday to Friday | Response time: Within 24 hours
WHAT'S COVERED
- Package lost in transit
- Package returned to sender by courier
- Package stuck in customs
- Package never delivered (tracking shows issue)
WHAT'S NOT COVERED
If you enter the wrong address, we cannot re-ship for free. Double-check your shipping address before ordering.
Once tracking shows "Delivered" and package is left at your address, delivery is complete. We recommend secure mailboxes or alternative delivery locations if theft is a concern.
If you refuse a valid package at delivery (not empty), we cannot re-ship.
IMPORTANT: EMPTY PACKAGES
If a package arrives and feels empty:
- Do NOT accept it
- Refuse delivery immediately
- Start a support chat immediately
Once you accept a package (tracking shows "Delivered"), we assume contents were received. Our guarantee only covers refused packages that are visibly empty.
Not sure if you're covered?
Contact Support