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Frequently asked questions

Ordering

  • For your convenience, we have express checkout available online. If you prefer to place a phone order or have any questions concerning your order, please contact our Customer Service
  • Unfortunately, we do not have a physical catalog. Because our inventory change on regular basis, it would be very difficult to maintain an up-to-date, printed catalog. The entire product selection is online.
  • Once the order is placed, you will not be able to edit the order on your own. Please contact our Customer Service. Please note that once an order has begun processing or has shipped, the order is no longer editable.
  • No, we do not back order. We only sell items that are in-stock. If you were able to checkout and pay for an item then that item is in our warehouse and ready for shipment. Unless there was an error, in which case you will be notified.

Order Status

  • Click the My Account link at the top right panel of our site to check your orders status.
  • Whether you placed an order you can track your order online. All orders are shipped with tracking numbers. Once your order has been shipped, the tracking number will be sent to the email address registered to your account. This information can also be viewed when logged into your account in the "my account" page or by clicking here. Click "View Order" link for the order you would like to track, then click "Track your order" link in the order page.
  • Go to "My Account". Make sure you order has shipped and your order status is "Complete". Click "View Order" link for the order you would like to track, then click "Track your order" link in the order page. If your order hasn't arrived and you haven't received notices for attempted deliveries, please contact our Customer Service with your order number.
  • Go to "My Account". Click "View Order" link for your order. Be sure that all of the items in your order have shipped already. please contact our Customer Service with your order number.
  • If the shipping status of your order is "Delivered" but you are unable to locate your delivered package we recommend to try the following steps:
    1. Confirm that the correct shipping address was entered at checkout.
    2. Search your property thoroughly.
    3. Please, do, ask your family and neighbors. Many of lost packages were simply laid aside by a family member and then forgotten. And sometimes your postal carrier leaves it with a neighbor because she/he doesn't want to leave it out in the weather.
    4. Call your post office and initiate a trace on the package. Sometimes the package is simply there, awaiting pickup. If you still haven’t found it, please contact our Customer Service with your order number.

Payments and Billing

  • We accept Visa, MasterCard, Discover, American Express and PayPal.
  • Unfortunately, we do not accept these forms of payment, but we do accept Visa, MasterCard, Discover, American Express and PayPal.
  • We are required to collect a California sales tax of 9%. All orders shipped to California addresses will be charged this tax.
  • Yes! Orders placed on our site are encrypted using SSL technology, the industry-standard authentication and encryption technology, to ensure your transactions are protected. With SSL implemented on both the client and server, information transmitted over the internet will remain unaltered and secure. If you prefer to place a phone order or have any questions concerning your order, please contact our Customer Service.
  • Your credit card will be charged within 24 hours prior to shipment of your order.
  • Go to "My Account". Click "View Order" link for your order. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact our Customer Service with your order number for further assistance.
  • Go to "My Account". Click "View Order" link for the order you would like to print an invoice, then click "Print Order" link on the top right side of the order page.
  • First, you’ll need to determine if the extra charge on your online credit card statement is a pending charge. A pending charge usually means that you submitted incomplete or inaccurate information when you submitted your order (declined transaction). Even if you received an error message for a declined order, your credit card company will still place a pending line item on your online statement. If you have determined that the extra charge is a pending charge, it will be cancelled by your bank in a few days. If it is not a pending charge, and has not been cancelled after a few days, please contact our Customer Service with your order number.

Shipping

  • All orders are shipped discreetly in plain unmarked packages and processed within 1-3 business days. Weekends and holidays are excluded from processing and shipping times, so please account for non-business days when choosing your shipping method. You will receive an email with tracking information when your order has been shipped.
  • Our shipping rate is calculated on the ACTUAL WEIGHT of your shipment, the shipment method you choose (USPS, UPS or FedEx) and your destination address. You can always check the shipping costs in your shopping cart before making a payment.
  • Yes, we do ship to APO/FPO and PO Boxes with standard shipping.
  • We ship everywhere in the world! Our international shipping rate is calculated on the ACTUAL WEIGHT of your shipment, the shipment method you choose and your destination address. You can always check the shipping costs in your shopping cart before making a payment.

    Please note that importation of merchandise into countries other than the U.S. may result in additional customs taxes, brokerage and/or duty fees upon delivery of your order. We can't anticipate these fees, and will not be able to eimburse you for any additional fees incurred.

Returns & Exchanges

  • We pride ourselves on customer service and satisfaction. If for any reason you are not satisfied with a purchase, please return it to us within 30 days of the day you receive your product for a refund, exchange or credit. All returned items must be in their original, unused condition and in their original packaging with all tags, parts and accessories. Original shipping and handling charges are not refundable, and the customer is responsible for return shipping with the carrier of his or her choice.

    Return/Exchange Instruction:
    1. Log in to your account.
    2. Go to "My Account" page.
    3. Click "My Returns" link from left side menu.
    4. Click "Request Return" button.
    5. Select order and item you would like to return or exchange. After that you will receive an email with Return Merchandise Authorization number (RMA) and return and/or exchange instructions.

    Please note that all unauthorized returns will be refused.
  • If you find an item to be damaged, defective, or incorrect, please contact our Customer Service before returning your item so that we may assist you accordingly.
  • No. We will not refund or exchange items that have been:
    • Worn
    • Washed
    • Damaged
    • Used
    • Altered
  • Returns and exchanges are accepted within 30 days of the day you receive your product.
    • We pride ourselves on customer service and satisfaction. If for any reason you are not satisfied with a purchase, please return it to us within 30 days of the day you receive your product for a refund, exchange or credit.
    • All returned items must be in their original, unused condition and in their original packaging with all tags, parts and accessories. Items returned with obvious use, makeup, deodorant, perfume, or similar product stains will be subject to refusal.
    • Final Sale items cannot be returned, refunded or exchanged.
    • Original shipping and handling charges are not refundable, and the customer is responsible for return shipping with the carrier of his or her choice.
    • All unclaimed or refused packages might result in a 15% restocking fee plus freight costs incurred.

    Return/Exchange Instruction:
    1. Log in to your account.
    2. Go to "My Account" page.
    3. Click "My Returns" link from left side menu.
    4. Click "Request Return" button.
    5. Select order and item you wouldlike to return or exchange. After that you will receive an email with Return Merchandise Authorization number (RMA) and return and/or exchange instructions.

    Please note that all unauthorized returns will be refused.
  • Most returns are processed within 3-5 business days after we receive your return. Once your return has been processed and your refund issued, you will receive a return confirmation email.

My Account

  • 1. Click the Log In link at the top right panel of our site.
    2. Click "Create an Account" button.
    3. Fill out the form completely.
    4. Press the Create Account button when completed.
    5. Check your email for a confirmation of your account creation.

    We value your privacy. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.
  • Click the Log In link at the top right panel of our site. To edit your account information click "Account Information" link on the left side menu. To adit your billing and/or shipping address click "Address Book" link on the left side menu.
  • No problem! Go to "Log In" page and click "Forgot Your Password?" link. Enter your email address associated with our site and click "Submit" button. The password will be send to your email address.