For shipping and delivery information click here.
For return and exchange information click here.
I am trying to log in to my account, but your system does not recognize me. I have purchased from you before, but it is saying my email is not found. Can you help me?
We recently upgraded to a new website causing our customers to recreate their old accounts with the same log-in information. Creating a new account with the same log-in information as before will allow you to access previous orders and your pro discount if you are a Pro Member. If you contact us, we will happily send you an account invitation to simplify this for you.
Why was I charged in US Dollars?
We are an US company so all of our orders are processed in USD. Please be aware that some banks charge an international transaction fee. You can contact your bank for more information.
How can I edit my order?
You can edit your order by logging into your account and locating your order to select edit/cancel. You can edit your order up until it begins processing in our warehouse. We cannot edit orders once they are processing in our warehouse for quality assurance purposes as well as making sure your order ships as quickly as possible.
You are always welcome to call us at (214)302-0290 for assistance with editing your order.
How can I cancel my order?
You can cancel your order by logging into your account and locating your order to select edit/cancel. If this option is not available, you will need to call us right away at (214)302-0290 so that we can assist you. We cannot cancel an order once it has shipped due to security policies from our shipping couriers.
I received an email saying that my order required verification. What does this mean and how can I proceed?
We advise that you pay with a verified PayPal account to avoid having your order flagged. First time orders are commonly flagged by our system. PayPal requires us to ship to the address on the PayPal transaction.
Flagged orders will be delayed as we will contact you for further verification. If a response is not received within 48 hours, your order will be canceled by the system.
Why will the system not allow me to check out with certain products in my cart?
Some brands limit their sales to just the USA We apologize, but we are not able to ship these brands outside of the US at this time.
Products containing flammable ingredients can only be shipped in the 48 contiguous states. Selecting a product with flammable ingredients will require orders shipping in the US to be shipped via ground service.
If you remove any of the above mentioned items from you cart, you should be able to continue your order without any issues. Please contact us if you have any questions about the products in your order.
I ordered a pre-order product. How long do I have to wait and how will you ship my order?
When you order a pre-ordered product (products with pre-order status) going outside of the USA, we will hold your entire order for that item. If you are inside the USA, we will ship the rest of your order and ship the pre-ordered item when it arrives (usually around 2 weeks).
My order says it was delivered, but I do not have it. What do I need to do?
If your package is marked as delivered and you have not received it, please check with your neighbors and the shipping company before contacting us. Sometimes, packages are left with neighbors, or are being held for pickup and marked as delivered. The shipping company can usually provide specific delivery information.
We are not responsible for theft at the address you provide us.
If the shipping company confirms the theft of your package, you will need to file a police report as mail theft is a federal crime. We also ask that you contact us once you file the police report. We will need to be contacted within 48 hours of the delivery of your package. We will investigate this for you. A claim may need to be filed, and we may need you to complete information for the claims process.
Why hasn’t my order been delivered?
If the estimated delivery time for your package has passed and you have not received your package, please contact us as we can begin the claims process.
We also advise that you contact the courier as they can offer you more information in regards to delays they may be experiencing.
We will make sure that you do receive your package.
One of my products was cracked in shipping. Can you help me?
A product will sometimes break or spill in shipping. We provide as much protection as possible to avoid this, but it still can happen. Just notify us within 48 hours of receiving your package. We will send you a return label via email at no charge to you. We will replace the item as soon as the return tracking indicates the product is on its way to us. We do not give refunds on these items, but we do replace them promptly.
I received the wrong product in my order. Can you fix this asap?
Contact us within 48 hours of receiving your package. We will work with you to get the correct item to you.
My order arrived, but one of my products is missing. What happened?
If you are missing a product from your order, please let us know within 48 hours of receiving your order. Mistakes do sometimes happen, but it is also possible that your product was a pre-ordered item. We will work to resolve this as quickly as possible for you. You can call us at (214)302-0290.
Help! My product is damaged/melted. What do I do?
If you receive a damaged or melted item, please let us know within 48 hours of delivery. Email email@example.com. We will send you a return label. We do not offer refunds on damaged or melted items; we will however make sure you get what you ordered in excellent condition. If you wish to exchange a damaged item for a different item or another color, you will need to return the item. We will issue you a store credit for the item, minus a restocking fee. You may use this store credit at any time. Store credits are not redeemable for cash, and you will not receive a refund on your credit card or pay pal account.
What happens if my order is returned to you due to an incorrect address?
If the postal service returns your package to us because you gave an incorrect address, your order will be placed back into inventory, and you will receive a gift card minus shipping charges. You will be notified and will need to place your order again with the correct address.
What happens if my package is returned to you because I did not pick it up?
If your package is sent “signature confirmation” or duty fees are required at pick up (outside the USA) and you fail to pick the package up, it will be returned to us. We will put the items back into inventory. We will issue you a gift card minus shipping charges. We are sorry we cannot offer you a refund; you will be given a gift card that you may use at any time to repurchase your items.
My package was marked as undeliverable or was returned to you due to a courier issue. What can I do?
Once in a while, the post office will return a package to us as “undeliverable” through no fault of your own. Please contact us as soon as possible so we can work with you for a solution.