Frequently asked questions

 MODIFYING AN ORDER

  • Can I Change the Products in my Order?

    • Orders placed online cannot be altered or adjusted in any way once submitted.

    • Orders placed over the phone with a member of the Sales Team may be altered up to the point where they have processed for shipment.  Please contact a member of the Customer Service team for additional information.  

    • Should you want to Cancel your order or have it returned to us, please call customer service.  

    • Intercepting or canceling an order will require additional processing time and can incur additional charges. Cancellations and intercept attempts are not guaranteed.  

  • Can I Change the Address that my Order is Shipping to?

    • If your order has not been shipped, a member of our customer service team can be contacted to change the shipping address for your order. Orders that have been modified in such a way will require additional processing time and can incur charges.

    • Orders which have shipped cannot have their address changed.

  • How can I change which payment method I use to pay for an order?

    • Orders paid for and processed cannot have their method of payment altered or their balance transferred.

CANCELLING AN ORDER

  • Can I Cancel My Order? 

    • Orders can only be cancelled prior to being processed for shipment. All cancelled orders are subject to a $5.95 processing fee, deducted from the order’s available credit.  

  • How Do I Cancel My Order?

    • Orders eligible for cancellation can only be cancelled by contacting a member of our Customer Service team by Phone. Once processed for shipment, orders can no longer be cancelled.

  • How Will I be Credited for a Canceled Order?

    • The balance of a canceled order will be refunded to the original form of payment(s).

  • When Will I be Credited for a Canceled Order?

    • Cancelled orders will be credited less the processing fee ($5.95) within 5 business days.

  • Can I Cancel an Order that Has Already Shipped?

    • No. Once an order has been shipped it cannot be canceled. When the merchandise arrives, you must initiate a return with a member of our Customer Service team.

  • I requested that my order be cancelled, but it still shipped out.

    • When attempting to cancel an order, we will make our best attempt to cancel or intercept the order. If we are unable to intercept or cancel the order, it is the customer’s full responsibility to return the product to us.  

STOPPING ORDERS IN TRANSIT

  • How Do I Stop The Order Shipping To Me?

    • Depending on the shipping method used, you may be able to request that the shipment be rerouted and returned to sender.  

    • Please contact Customer Service to request a delivery intercept for your shipment.

    • Note: If your package can be intercepted, you will be responsible for the $18.00 re-routing fee to have the shipment returned to our warehouse.

    • The full original cost of shipping with shipping the order to you will be deducted from your credit.

  • What if I Refuse an Order?

    • If instead of accepting delivery you opt to refuse the package and have it returned-to-sender, an $18.00 rerouting charge and our original cost to ship the item to you will be deducted from your available credit.

    • You will also be responsible for paying any costs or fees associated with returning the product to us (including, but not limited to any additional shipping and/or handling costs, taxes, duties, brokerage or customs clearing fees).