Has my order shipped?
Click the "My Account" icon at the top right hand side of our site to check your orders status if you have a customer account with us. If you checked out as a guest, you will not be able to access your order through "My Account", but you will still receive an automated shipping confirmation email when your order ships.
How do I change quantities or cancel an item in my order?
We do not allow customers to make changes themselves once an order has been submitted. Please contact us immediately and we will manually edit the order if the order has not been processed (Orders submitted during business hours are sometimes shipped literally within minutes of it being placed!)
How do I track my order?
If you have a customer account with us, click the "My Account" icon at the top right hand side of our site, navigate to your order, and click the tracking link. If you checked out as a guest, you received an automated shipping confirmation email if/when your order shipped that contained your tracking number and carrier (check your spam folder if you didn't get it). You can enter the tracking number on the carrier's website (usps.com, fedex.com, ups.com) for tracking.
My order never arrived?
Click the "My Account" icon at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check the tracking info to see if the packages are still in route. Please note that some items are made to order or special order and we state in the product descriptions on those that they don't ship immediately. Also be aware that occasionally a shipper will misroute a package during sorting causing a delay, and USPS in particular will often exceed the "estimated delivery" date they display on tracking. This applies especially in times of adverse weather in parts of the USA and increased holiday volumes.
If your package tracking shows a status of "delivered", please check to make sure no one else at the address received the package and put it up somewhere without telling you. Also check around the outside of doors you don't normally use to make sure the carrier didn't leave it there if the package was too big for your box. Check your mailbox to make sure your package wasn't pushed all the way to the back/bottom to make room for letters in the front/top and overlooked. If you live in an apartment complex, make sure it wasn't left at the main office or in a community box system for oversized packages, as may be applicable for your complex. It's also possible the carrier left it in the wrong mailbox by mistake. Usually it is turned back in by the recipient, it has to be sorted, and is then properly delivered within a couple days later. If you still can't locate your package, contact our customer service for further assistance.
An item is missing from my shipment?
Some items are made to order and ship directly to you from the manufacturer, and usually take a few days lead time for manufacturing before they ship (it will be noted in the product listing), which means it will arrive separately and later than other items on the order that we stock and ship immediately from our warehouse. Click the "My Account" icon at the top right hand side of our site to be sure that all of the items in your order have shipped already. If you order shows all items shipped and displays multiple tracking numbers, make sure all tracking numbers indicate they have been delivered. If all items show to be shipped and all tracking numbers show to be delivered, please contact customer service for assistance.
When will my backorder arrive?
Normally our software should not allow you to order an out of stock item. If we cannot ship an item promptly due to an inventory error or something similar, we will contact you about the issue and let you know if/when we expect to have the item, allow you to substitute a different item, or cancel the item or order if you prefer. Note that some items are made to order, ship directly from the manufacturer, and we note on those product listings when they are expected to ship (e.g. "usually ships in 3 to 5 business days"). Transit time will be in addition to that, and depend on the shipping method you chose.