Terms and Conditions
Unfortunately, we do not offer exchanges. If you change your mind about your purchase, your option is to return it as per our return policy.
Most customers want their products as soon as possible, so we work hard to dispatch orders as quickly as we can after orders have been placed. If you choose to cancel an order, prior to or after dispatch, here’s how we deal with it:
- Orders can be cancelled up to the shipping cut-off time of 11am MST each day, including Saturday and Sunday, without incurring any additional costs. Simply email us via our Customer Support tab on our website before the cut off time to cancel your order.
- If you contact us after the shipping cut-off time, and we advise you that your order has already been shipped, you will need to return the product(s) in accordance with our returns policy. See the returns policy above for details.
Damaged/Faulty or Incorrectly Shipped Orders:
If you receive damaged, faulty or incorrect items, we sincerely apologize and will be responsible for remedying the mistake and will do so as quickly as we can. We do however request a few things from you to enable us to quickly verify the issue and process your request. We thank you in advance for your cooperation. In the unlikely event that you do receive a damaged or faulty product or if we do ship you incorrect items, here is our policy and how we deal with these situations:
- It is your responsibility to advise us of any issue with your order within 3 days of delivery, via the Customer Support tab on our website. Damages or faults or incorrect orders reported after this time will not be eligible for a replacement or refund.
- Before we can process a replacement of the incorrect items sent to you, we ask you to
(a) send photos of the items you received including an image of the packaging with shipping label and the packing slip and a copy of your original order (b) ship back the damaged, faulty or incorrect items to us. We will pay the cost of the return shipping.
- If our product(s) have a manufacturing fault, we will send a replacement product once the damaged, faulty or incorrect item has been returned to us.
- In the case of damaged, faulty or incorrect items we replace them. You can request a refund for damaged, faulty or incorrect items however, this will be treated as a Customer return and will be eligible for a full refund once the item has been returned to us.
We work with a variety of reputable courier companies that deliver products on our behalf. Successful deliveries rely on having the correct address at the time of ordering. Sometimes,, we have issues with tracking, incorrect addresses and other logistical issues. Here’s how we handle orders that do not arrive to you for any of the above reasons:
- Undelivered orders returned to us due to incorrect addresses entered at the time of ordering and/or non-collection after repeated attempts for delivery and no response to our follow up emails will be refunded after deducting the shipping cost and a 20% restocking fee.
- We recommend that you (a) carefully check your order confirmation at the time of ordering and immediately advising us via the Customer Support tab on our website for any address changes before the shipping cut off time of 11am MST daily to avoid additional shipping fees and (b) respond promptly to calling cards left by our couriers to avoid reshipping charges.
- Invalid tracking numbers do occur from time to time. In the event that your order stops tracking or shows an invalid tracking number (not including the first day or two of shipment, as it takes time for the number to be scanned and start tracking after it is allocated), we will not immediately reship your order as often orders are delayed for reasons outside our control. However, we will work with you to ensure you get a delivered order.
- By selecting the shipping method with “Authority to Leave or No Signature Required”, you accept full responsibility for orders that go missing. We will ensure we get a "delivered" tracking status, however, by selecting this option you give the courier authority to leave it at your address or with a neighbor.
Our 30-Day No Questions Asked Return Policy:
To be eligible for a refund you must initiate the refund within 30 days of receiving your order by emailing our Customer Support Team via the support tab on our website requesting a return authorization. Once your return is authorized, we will send you an email with our return information and correct return address. Returns must be received at our stated returns address in order for us to provide you with a refund.
- Return shipping costs are the responsibility of the Customer.
- Eligible returns will be refunded in full, minus the outbound shipping cost or if the shipping was provided free, a 20% outbound shipping fee will be deducted which covers the cost of having shipped the product to you.
- Only returns that arrive in ‘pristine’ and saleable condition are eligible for a refund. Accordingly we recommend that you return your item with tracking and in its original packaging. If the returned item is returned damaged, an industry standard 20% damage fee will be deducted from the purchase price.
- Please include your original packing slip or a note with your order number and name so that the return and refund can be processed quickly. Most delays in the returns process are due to Customers not providing clear identification information and re shipping instructions.
- Once we send you the return address, you have 30 days to return the item(s). Returns received after 30 days, will not be eligible for a refund. We undertake to use our best efforts to provide you with the refund within 30 days of receipt of the returned item(s).
- Bundles such as the Box Set or Duo cannot be split and must be returned in full and in pristine and saleable condition to be eligible for a refund.
- If you use more than 50% of the product(s) you are no longer eligible for a refund.