Questions Fréquemment Posées

  • My Orders

  • Why was my payment declined?
  • Payments can be declined for a number of reasons. In most cases, this occurs if the billing information is incorrect on your account or a zip code or security code is typed incorrectly. Always double check all of your information before processing the transaction.

  • Credit card authorization
  • Only one credit card may be used per transaction. This includes bank-issued gift cards with a credit card logo (example: American Express gift cards).

    Your credit card will not be charged until the items in your order are shipped.

    When attempting to place an order, a temporary authorization hold may be placed on your credit card. Please be assured, this is not an actual charge and this authorization hold will be removed within 48 hours of your items being shipped. It is up to your credit card issuing bank as to when you will see the authorization hold drop off.

    For your security, your billing name, address, and phone number must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

  • Can I pick up my online order at one of the retail locations?
  • Online purchases must be shipped to the address indicated on the original invoice.

  • Tracking your order
  • Tracking numbers are assigned to packages upon shipping from our warehouse. You can find these tracking numbers in your shipment confirmation email as well as in your order history. While your package has already shipped from our warehouse and is on its way to you, the carrier may not be able to provide information about your package for 48 hours.

  • I had an item in my basket and now it is not there
  • Items in your basket are not secure until the credit card has been charged making the sale/transaction complete.

  • I'm having technical issues
  • If you're having problems accessing our website, we suggest that you have the latest version of your operating system provider e.g. Windows, OSX, etc.

    If you’re still having problems, contact our Customer Care Team and include:

    As much detail as you can about the issue

    Screen shots of any error message you get

    Which web browser you are using (e.g. Internet Explorer, Firefox, Chrome, Safari, etc.)

    What you have done so far to try to resolve it

  • Shipping & Returns

  • Can I return a Sale item?
  • All Sale purchases are Final Sale. No returns or exchanges will be granted.

  • When will I receive an email with shipping details and order confirmations?
  • You will receive your first initial email once your order has been processed and accepted in our database. You will receive a second email once your item ships outlining all of your applicable shipping details.

    Orders of in-stock merchandise placed before the 12:00pm est deadline will ship out within one business day. Orders of in-stock merchandise with expedited shipping to U.S. locations will be shipped within the same business day if received and authorized before 12:00pm est.

    If you place the order after that time, the order will ship out the next business day excluding federal holidays or in the event the warehouse is closed.

    Due to the high volume during sales/promotions, sale purchases can take up to 5 business days for the order to be processed and shipped.

  • How do I complete an exchange of my online purchase?
  • At this time we cannot automatically process online exchanges. To exchange an item, please return the original item that you purchased, and then place a new order for the item that you would like.

  • How do I process a return for a web purchase?
  • To return merchandise, please direct your browser to and follow instructions to receive a return authorization code and return form.

  • Can I return an online purchase at one of your retail stores?
  • Any full priced purchase can returned at one of our retail locations with in 10 days of delivery. As with any online return, an RA must first be processed to be returned at a return location.

  • I am not happy with my Final Sale purchase, will you take it back?
  • Final Sale purchases cannot be returned for any reason. This is our policy online and in our retail locations. If you happen to be uncertain about a Final Sale item please contact us with any questions before placing your order.

    Phone: 1-888-601-4699


  • Have you received my returned items?
  • We recommend that you send your return back via an insured, traceable method. When your tracking shows that our warehouse has received your return, it then will be transferred to our Returns department to issue your credit. You will receive an email once the credit has been issued.

  • Receiving Credit For Your Return
  • You can expect a refund in the same form of payment originally used for purchase within 10 days of our receiving your returned product. Your refund will include the cost of the item, plus any applicable sales tax. Shipping and handling costs are non-refundable. Depending on the financial institution that your card is associated with, it could take up to 5-7 business days for your credit to post to your account.