Order handling & tracking

Contact Us

Our customer support team is here to help.

Email
[email protected]
Phone
+ 1 347-688-4916
Support Hours
Mon-Fri 9am-5pm ET

Once you click on "Place Order Now", your order begins processing and unfortunately cannot be changed or cancelled.

If you have made an error with your address, please have your order number ready and contact us immediately, as we may be able to correct this at our warehouse before your order is shipped.

Please refer to our Returns process if you are unsatisfied with your order upon delivery.

How to check your order

If you are logged in to your account, you can check on your order status through the ‘My Orders’ section. Here, your order will be displayed as:

  • Payment Review (your order is being reviewed)

  • Processing (your order is with the warehouse)

  • Complete (your order has been shipped)

  • Closed (your order has been refunded).

If your order is confirmed and its status displays as 'Processing' or 'Complete', we are unable to make changes to it.

Order confirmation & delivery

When your order has been dispatched for delivery, we will send you a confirmation email. This email includes the freight provider’s name and your order tracking number.

We sometimes split larger orders into separate shipments due to their weight or dimensions. In these instances, you will still only receive one email and tracking number, even for multiple consignments. Please note, it may take two to three hours before your tracking details are available from the courier’s website and you can use the number to track your delivery.

Once your order is collected by the courier, we have no control over it. Any enquiries about your delivery need to be directed to the courier. Please also keep in mind that orders may be held up due to busy sales periods, Public holidays or customs delays.

Tracking your domestic delivery

To view the status of a domestic US order visit DHL and enter the tracking number.

It will take 4–8 business days for your order to be delivered. For rural areas, please allow for an additional 1–2 days to receive your delivery.

Deliveries within the US require a signature and will not be left if there is no-one available to receive it.

If you have not received your order within the stated delivery time, visit DHL and enter the item’s tracking number. If it is shown as ‘delivered’ you should have received a courier card with details about its location and how to arrange for its collection.

If you have not received a card or cannot locate your parcel, please Contact Us for assistance.

Tracking your international delivery

To view the status of your international order, visit DHL and enter the tracking number.

It takes up to 10 business days for your order to be delivered to an international address. Please keep in mind delays due to busy sales periods, possible customs hold-ups, public holidays, and deliveries to remote or rural areas.

All DHL deliveries are made during normal business hours and require a signature. If no-one is available to provide a signature, the courier will leave a card with details of how to collect your order or arrange for a new delivery time.