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Frequently Asked Questions

Frequently Asked Questions

What methods of payment can I use to make my purchase?

We currently accept Visa, MasterCard and American Express credit cards issued by a US bank with a billing address based in the United States.

When do you charge my credit card?

Your credit card will be authorized at the time your order is placed to reserve the funds for your order and items will be charged as they ship out to you.  

Why am I getting a failed transaction message when I try to complete my order?

If you get an error message when attempting to checkout, please call your bank or credit card issuer to make sure they have not blocked the transaction for activity outside of your normal purchase patterns. It is a very common practice that protects you from fraud and can usually be resolved in a few minutes, allowing you to complete your order successfully. 

To avoid delays in order processing, please also make sure that your billing address matches the billing address on file with your bank or credit card.    

I tried to complete my order but I received a notification that an item in my cart is no longer available.  What happened?

Due to high demand or limited inventory, merchandise sometimes becomes unavailable. All sales are on a first-come, first-served basis and items are not reserved once they are put into a cart. If inventory is down to a single item and multiple customers add it to their carts, the customer who completes checkout first gets the item and any others who also had the item in their carts will get a notification that the item is no longer available.

When I place an order, how is my order information shared?

If you purchase a product from a Retailer, certain information, such as your name, delivery address and the product(s) that you ordered, will be provided to that Retailer so that your order can be fulfilled and shipped to you. This same information will be available to our customer service team, so that they might assist you with any questions about your order and help process any returns.  

We also retain service providers to perform certain business-related functions on our behalf, including payment processing and fraud prevention. To learn more about our information practices, please refer to our Privacy Policy, Cookies / Tracking Policy and our Terms of Service. 

Do I need to create an account to place an order?

No. There is no need to create an account to place an order, although it is highly recommended that you do.  

Benefits of account registration include: 
  • Quick access to your order history
  • Easy, online returns processing
  • Ability to manage your address book and email preferences
  • Ability to manage and share a Wish List

What is your shipping policy?

Orders may be shipped anywhere within the continental United States. We are unable to offer service to Alaska and Hawaii at this time and we do not ship to any international addresses. We encourage you to ship all items to a valid street address where packages can be received in order to ensure a successful delivery.  

Please also note that we are a marketplace. Shipping carriers (for example, FedEx, UPS), services (ground, next-day, 2-day, etc.), pricing and delivery timeframes, accordingly, may vary from Retailer to Retailer.  For standard ground service we estimate 7-10 days’ time in transit once your item(s) ships from a Retailer. 

When does my order ship?

Your order will ship within approximately 2-3 business days from the date of your order confirmation email. We are a marketplace and items purchased from a Retailer ship directly from the Retailer.

Once orders ship, you will receive a shipping notification email with a tracking number so you can track your shipment. Please note that delivery timeframes are dependent upon a number of factors, including origin of shipment, shipping method, delivery location and weather, and while we cannot guarantee the timeframe for delivery, orders shipped via standard ground service usually arrive within approximately 7-10 days of the ship date.   

How do I track my order status?

Check your email for your shipping notification. This email message will include the tracking number(s) for your package(s) that will enable you to track your shipment. You may also opt-in to receive text message notifications about the delivery status of your order.  Sometimes emails end up in spam or junk folders, so please be sure to check them if you cannot find your shipping notification email in your inbox.

What do I do if I ordered the wrong item, color or size? 

We are currently unable to process an exchange of merchandise. Items ordered in error may be returned and new items may be ordered, pending available inventory. Our customer service team can assist you.  Please click here for Customer Service information. Please also see our Return Policy for further information and important guidelines for returns.

What is your return policy?

Items should be returned within 30 days of purchase.  Items purchased from a Retailer should be returned directly to that Retailer. Please see our Return Policy for important return instructions and guidelines.  

What do I do if the item I ordered is damaged or defective?

In the unlikely event that an item you ordered arrives damaged or is defective, you may return the item for a replacement or a full refund provided you report the issue to Customer Service within 30 days after delivery of the item. Please refer to our Return Policy for further information and instructions. 

Where are all the items I ordered?

If you purchase multiple items, please expect that your items may arrive in multiple shipments. Please note, however, that you will only be charged for shipping once per order per retailer, based on the shipping charges presented at checkout when you placed your order.