How can I contact you?
You can reach out to us by using the "Contact Us" widget at the bottom right corner of our website.
You can also try to resolve your request by using our "Self-Service Portal".
I contacted you and haven't heard back in a couple days, when can I expect to hear back?
Our customer support team works Monday through Friday answering customer submitted tickets. We try to answer tickets within 1-2 business days. Occasionally, when we have an influx of tickets, you may encounter some delays.
If you send a ticket to us on the weekend, we will reply to you on Monday at the earliest.
I sent you a reddit/discord/instagram message, but I haven't heard back? What's going on?
Due to reliability and for record keeping, we do not use Reddit, Discord, and Instagram to resolve customer inquiries.
Our official support channel is our ticketing system. So, please reach out to us by using the “Contact Us” widget on our website.
What is a Group Buy?
Group Buys are a method of sale similar to a pre-order. Payments are collected ahead of time in order to submit a bulk order to a manufacturer for production. Due to this, there is often an extended timeline from the order date to when the product is shipped out, with these timelines ranging from a couple weeks to several months. In all Group Buys posted on our website we will include an estimated timeline for production and shipment on the order page.
What happens if a group buy does not hit MOQ (Minimum Order Quantity)?
If a Group Buy product does not hit MOQ, that item will be cancelled and fully refunded.
Can I add / remove items from my Group Buy order(s)?
Yes, you can if the Group Buy is still open.
No, if the Group Buy is closed. Closed Group Buy means that the bulk order was already submitted to the manufacturer. At this stage, it is difficult to make any changes.
Can I cancel my Group Buy purchase and get a refund? I changed my mind.
Yes, you can. However, due to the nature of the Group Buy process, it is subject to a cancellation fee depending on the status of the Group Buy. The cancellation fee is 3% for Open Group Buy orders, and 5% for Closed Group Buy orders.
Can I transfer my Group Buy spot(s)?
We do not allow the transferring of Group Buy spots for any reason. If you need to cancel your order, please try using our Self-Service Portal, or send us a ticket by using the "Contact Us" widget.
What is your processing time?
No matter what shipping option you choose, our processing time is 2-3 business days in most cases. Our fulfillment associates work Monday through Friday so if you place an order on the weekend, your order will not be fulfilled until Monday at the earliest.
Can I change my shipping address?
Yes, you can now edit your address yourself via our Self Service Portal. Please note that depending on where you are changing the address to, there may be additional shipping charges.
Can you edit or change my order?
With our Self-Service Portal, you can now seamlessly submit order edit requests to our Customer Support team.
I placed two orders. Can you combine them so that I can save on shipping?
Unfortunately, we don't have a great way to handle combining orders in our system. This is something we hope to improve. As for now, the only way we could combine your order is to cancel and refund one order and add those items to the other order. Please note there is a 3% transaction fee removed from the refund of the first order.
You can use our Self-Service Portal to make the request.
Can I cancel my order?
Yes, you can cancel your order. Due to payment processor rules, user-initiated cancellations are subject to a 3% cancellation fee. Please submit an order cancellation request through the Self-Service Portal and a customer support agent will assist you with the cancellation.
We strive to fulfill orders as quickly as possible, and sometimes our fulfillment operations will have fulfilled your in-stock order before support has a chance to respond to your cancellation request. While we're working on creating a better experience, currently order cancellations for in-stock items cannot be guaranteed before your order ships.
Where are you located?
We are located in Rhode Island (RI) in the United States.
Do you ship worldwide?
We DO ship worldwide! We highly recommend DHL for our international customers.
Can you offer cheaper shipping?
Unfortunately, the shipping prices that are shown are directly pulled from USPS, DHL, UPS, and FedEx and are the actual prices. These are the cheapest options currently available to us.
However, we are doing our best to lower the shipping costs for our customers.
Who is responsible for the customs fee?
Customers are responsible for paying local taxes as assessed by your country of residence.
Will you mark down (undervalue) the value of my order for customs?
Unfortunately, we are NOT able to adjust the value of your order for customs as that is illegal.
When can I pick up my order?
You will receive an email from us when your order is ready for pickup.
Can I try/see product x, y, or z when I arrive to pick up my order?
No, unfortunately we do not have a showroom available at this time.
Can I get a warehouse tour?
No, unfortunately our warehouse is closed to the general public.
What days are you open for pick-up?
Tues, Wed, Thu from 1PM-4PM.
Please note we are not open on federal holidays. Please wait for our "ready to pick up" email before coming to retrieve your order.
How long do I have to retrieve my order?
We can hold onto your order for 14 business days.
If you have not picked up your order after 14 business days, we will cancel and refund your order minus a 3% cancellation fee.
Can someone other than me pick up my order?
Yes, if you'd like someone else to pick up your order, please add their full name to your order notes on checkout.
My tracking info is not updating. What should I do?
Typically, most packages are delivered within the suggested time frame. Rarely, delays can happen depending on the circumstances at the courier's facilities, weather conditions, and seasonal load.
If the package is "In Transit", please wait 3-5 days to see movement. If you don't see any movement by then, please contact us through "Contact Us" widget. We will do our best to help you out.
Tracking information says "Shipping label created", but I don't see any updates. What should I do?
Most frequently, this happens when the shipping courier does not scan the package properly. In other words, they have picked up the package(s), but it's not in the system yet. Often, the tracking info will update all at once after several days.
For domestic packages, please give 2 more weeks. If you don't see any movement, please contact us through the "Contact Us" widget.
For international packages, please give 6 more weeks. If you don't see any movement, please reach out to us through the "Contact Us" widget.
Lost in Transit
My package is lost during the transit. What do I do?
Please contact your shipping courier as soon as possible and ask them to submit a missing mail search.
At the same time, please reach out to us through the "Contact Us" widget.
Delivered but Missing
My package says it was delivered, but didn't show up. What do I do?
Once our shipping partner picks up a package, they are responsible and held liable to deliver your order. However, we will do our best to work with you to resolve the issue.
Often, packages are misdelivered and will be redelivered within a few days. Please contact the local office for your shipping courier for more information on your package.
Sometimes packages may be delivered to your neighbors, so we suggest reaching out to them to see if they have your package.
If the package remains undelivered after a few days and after calling your local shipping office, you will need to file a missing mail search. Please submit a ticket to us through the “Contact Us” widget on our website.
Can I get my lost item re-shipped?
Due to the limited quantities of our products, we are unable to guarantee an equal replacement. However, we will work with you to make sure you're made whole through the claims process, a refund, or a replacement if we have the item available.
Delivered to Wrong Address
What should I do if my package is delivered to my old address?
Please reach out to your previous landlord, or if you have contact, reach out to the new tenants at your old address. They may be able to re-ship the package to your new residence.
If that is not possible or you don't get a response after a week, please submit a ticket using the "Contact Us" widget on our website.
RTS (Return to Sender)
What happens if a package is marked as RTS (Returned To Sender)?
If you find out that your package was or is being sent back to us, please reach out to us immediately through the "Contact Us" widget on our website. When you contact us, please make sure that the address you had provided for your order was correct.
If we receive a "return to sender" package, by default our customer support team will reach out to you via email.
If you want your package to be re-delivered, please reach out to us through the "Contact Us" widget on our website with the correct address. Please note that you will be responsible for paying the cost of shipping your package back out to you.
If you do NOT want your items back, we will refund your order minus a 3% return to sender fee. We will not refund any shipping charges. If we are billed extra for the return shipping, that will also be deducted from the refunded amount.
Missing / Incorrect Item(s)
I received my order and one or more items are missing. What do I do?
Double-check your package for the missing item(s) as sometimes certain components may have shifted during shipment and may be hidden in various nooks and crannies.
Please reach out to us through the "Contact Us" widget on our website. When you do so, make sure to provide pictures of all the items in your package.
I think I have received the wrong item. What do I do?
Please reach out to us through the "Contact Us" widget on our website. When you do so, make sure to provide pictures of the wrong item and the packing slip from inside the package. We will help you you get the correct item.
When do you guys plan on restocking X product?
Are there any updates on my Group Buy(s)?
We send out regular email updates on all Group Buys.
You can also find all current statuses for every Group Buy on our Group Buy Status Updates page.