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Customer Service & Support

Monday - Friday 9am-5pm PST

We sincerely apologize for the delay in customer service response times. We have encountered system ticket errors that spans back a few months. Please bear with us as we continue to get them caught up. We will work diligently to reach satisfactory resolutions. Thank you for your patience.

Before you create a ticket, please see if one of the following topics answer your question

1. Billing/Payment

 No order confirmation number? Charged or Multiple Charges? 

    • If you did not receive an order number or an email confirmation, your order has not been placed. This is due to payment failure for either Address Verification System (AVS) mismatch or Age Verification issues. 
      • Failed or declined charges create a hold on your funds, authorized through your card issuer. We do not have authorization to release or hold funds on your account, this is something that can only be addressed with your card issuer (bank or credit company). Please contact your card issuer directly if the funds are not released within 7 business days.
      a) If you were issued an order number or more than one, please create a support ticket below with those numbers so we can find order information and correct the issues.

           

          2. Where is my order/tracking? 

            • Normal processing times vary anywhere up to 3 business days (0-72 hours). Your shipping time starts after processing and once your order has been shipped. (ex. 3 days processing + 2 days shipping = 5 days until delivered)
              • Please allow up to 3 business days after your order has been placed for tracking information to be sent. If you have an order number, it's been more than 3 business days and you have not received tracking information, please create a support ticket below.

                 

                3. Cancel my order

                  • Orders may only be cancelled before processing begins. Once an order begins processing, we cannot cancel/change.
                  • If you request cancellation and the order is cancelled, you will have to place another order. We cannot reverse cancellations.

                  Please see links to other possible questions about:

                   

                  If you need assistance with an order you have already placed, please only create 1 ticket per Order Number (EV):

                  NOTE: Creating more than 1 ticket for the same order will Void/Close the previous submission

                  *All customer service & support tickets for defects, damages, missing, and incorrect items require photo or video evidence. You will need to submit photo/video clearly displaying the items/issues. Please do not discard items until we notify you, or we will not be able to process the return/exchange.