Frequently Asked Questions
Please find below answers to common questions. You can always reach us for more specific queries.
Ordering & Shipping
I just placed an order, how can I check if it went through?
Most orders made online enter our system immediately after. Once you sign in into your account, you should see your order placed and its status.
When you place an order, you will receive two email confirmations. The first email should arrive within 2 hours and confirms the receipt of your order. It also provides you with an order number you can use to check the status. The second email is sent the moment your product is shipped and provides you with your package’s tracking number.
If you haven’t received an email containing your order confirmation information within 2 hours, please check your junk mail folders. If you still can’t find our email, contact our customer service department at firstname.lastname@example.org to help you.
When will my order arrive?
Once received, your order will be processed and delivered within the next ten business days.
How much do I need to pay for shipping?
Please look at our detailed shipping rates which vary according to your location within USA or Canada.
Can I make changes to my order?
We can make changes to your order if it hasn’t been picked up by our carrier. Just email us at email@example.com with your inquiries.
How do I request a receipt or get a copy of my order invoice?
Within the order confirmation page, you are able to print a receipt of your order. If you require an additional invoice, you can sign-in to your account, click on your order number and click on the “print” button. You can also request it at firstname.lastname@example.org and we’ll gladly provide it.
What if I’m not satisfied with my order, my order was not received, or if it was damaged or incorrect?
Providing high-quality products and customer service is very valuable to us. If you’re not completely satisfied or had an issue with your order, email us at email@example.com.
I have a coupon, how do I use it?
You can type the coupon code in the corresponding box in the Shopping Cart page, before proceeding the checkout process. You will be able to double check that the coupon has been applied when you reach your order summary page, before placing it. Please, take into account that coupons cannot be applied in combination with some of our promotions and specials.
How can I get a promotion or coupon code?
You can receive a coupon code by sharing your birthday information when you register and we’ll send you a gift coupon on your birthday month. We also share coupons with our loyal base of customers when possible.
What if I forgot my password?
Do not worry. Click to sign in to your account, identify yourself as a returning customer and click on “forgot password?” We will send you an email with a link that you will need to follow and set a new password.
How can I change my password?
Just sign in to your account, click on Account Details and select My Settings to make any changes.
How do I unsubscribe to your email list?
Sign in to your account. Under Account Details you’ll be able to modify any email preferences.