Frequently Asked Questions
Check the frequently asked questions about our e-commerce below. If you still can’t find answer to your question, please contact our Customer Care team using the form at the bottom of this page.
In our e-commerce we sell products in english language only.
For localized products, please contact our partner in your Country, if available.
Orders placed through our website are processed within 3 (three) business days from the date of your order confirmation. Then they are sent to our warehouses, and processed as soon as possible, usually within 3 (three) business days. Our business days are Monday through Friday, excluding national or federal holidays. Please allow additional processing time for orders placed during sale promotions, unexpected events (natural calamities, sanitary emergency, etc.), and on or around national holidays.
We try to send out your order confirmation email within moments of you placing an order. But things happen—if you do not receive an order confirmation email within 24 hours of placing your order, please check your spam as it may have been flagged. And if you are still unable to locate your order confirmation, please contact our Customer Care team to retrieve the order information.
Orders are shipped on business days only. Business days are Monday-Friday, excluding national or federal holidays. Shipping price will be calculated at checkout based on your order’s size and weight. Our European warehouse fullfill shipments using the safest method, usually relying on DHL services.
Please check the “Which countries do you ship to?” tab to know which Countries the EU webstore is currently unable to ship to.
Once your order ships, look out for a confirmation email with tracking information. All online orders do not require a signature. You can always check the status of your order by logging into your account. And if you don’t receive your shipping confirmation within 3 (three) business days of placing your order, reach out to our Customer Care team and be sure to include your order number to expedite the process.
Unfortunately, we are unable to process any changes to orders once they are placed. Due to security purposes, once an order has been verified, we cannot modify or change a shipping address. We would be more than happy to cancel your order and help you place a new order with your correct shipping/billing information if you’d like.
If you have reason to believe your package has been lost or stolen, please contact Customer Care team to initiate a lost package investigation.
At the moment, orders made on our EU webstore can’t be shipped to the following Countries:
- Afghanistan
- Kazakhstan
- Russia
- Ukraine
- Oceania and New Zeland
- all Asian Countries
- Canada
- all North American Countries
- all South American Countries
If you have an account, log in. Visit “Orders” and click “View Order.” Then click “Track Your Order” and a pop-up will appear with a tracking link.
If you don’t have an account, contact our Customer Care team with your order number, billing last name, and email address or zip code.
As soon as your order is placed, you should receive a confirmation email. We’ll send you a separate email with tracking information once your order ships. If you have not received an order confirmation email, please check your spam folder. If you have not received an order confirmation email, please contact our Customer Care team.
Orders of available products can be cancelled within 24 hours after the confirmation email. Preorders can be cancelled within 30 days from the order date and within the product shipment. The customer will receive a full refund.
This doesn’t happen often, but if your order was cancelled because the item you selected became no longer available or is out of stock, you’ll hear from us via email within 3 (three) business days of placing your order.
We accept the return of Products, but only for those bought on our website by physical persons, excluding those bought by shops, corporations, or companies. The return shipping is entirely in charge of the buyer and must be performed within 14 days from delivery.
To return Products, please contact our Customer Care team, selecting the “Return products” subject. We’ll give you instructions to contact our competent warehouse and arrange the return shipping with them.
Returned Products must be in their original conditions. If the returned Products have been damaged or miss parts or components will be sent back to the customer after payment by the customer of a new shipping fee. Waiting for this additional payment Returned Products will be stored for 3 (three) months. After this period, they will be trashed.