Question 1

What is my order status?

Accepted Answer

You will receive continuous status updates on your order by mail. For this, please check the inbox of the mail address you specified when placing your order.

Question 2

How do I get a copy of my invoice?

Accepted Answer

A copy of your invoice is emailed to you once your order has successfully processed. Please check your spam or junk mail folder.

Question 3

How do I get my tracking number?

Accepted Answer

You will receive your tracking number via mail after shipment.

Question 4

Can I change my shipping address?

Accepted Answer

Unfortunately, you cannot change your shipping address after you submit your order. Orders with physical shipments are immediately sent to the fulfillment agency when they are submitted and our system can no longer retrieve or change them. If your shipment is not successfully delivered it will be returned to the fulfillment warehouse and a credit will be made to your account.

Question 5

When will my backorder ship?

Accepted Answer

Although we try to maintain inventory of all products in the warehouse, occasionally an item will be backordered. Normally, the product will become available within a week. You will receive an email as soon as the product ships. Keep in mind that you will not be charged until your order has been shipped.

Question 6

My order has not been delivered and tracking shows that it has been returned back to you, can you re-send my order?

Accepted Answer

If your order has been returned back to our warehouse, a refund will be processed back to your original payment method.  We cannot re-send orders out and we ask that you please place a new order on our website.

Question 7

How do I cancel my order ?

Accepted Answer

You can submit a request to cancel your order on the same day the order was placed (unless your product is on backorder). Please note that your request may not be able to be approved because your order has already been shipped. If your order cannot be cancelled, you will get an email notification when the order is shipped.

Question 8

How do I request a return ?

Accepted Answer

You can request a return within the timeframe which you can find in your order confirmation. To initiate a return, please visit our 
Return Portal
.

Question 9

How do I request a refund?

Accepted Answer

If you have requested a return, your money will be refunded after the goods have been checked in our warehouse. For all other questions regarding refunds, please contact us through the Contact Center.

Question 10

When will my credit appear on my credit card?

Accepted Answer

Your refund credit will appear on your card 5 - 7 business days after we receive your return.

Question 11

What is your privacy policy?

Accepted Answer

You can find the privacy policy in the footer on our website.

Question 12

Are cookies a security risk?

Accepted Answer

No. Our commerce system encrypts all cookies. Also, the cookie contains no personal information, just a unique identifier for our system to recognise your browser.

Question 13

How do I get technical support for my product?

Accepted Answer

For assistance with the use or technical information of your product, please contact Technical Support.

Question 14

Do I have to pay sales tax?

Accepted Answer

Sales tax may be applied on physical goods for customers based on the state where the item is being shipped.

Question 15

What payment methods can I use?

Accepted Answer

You can see an overview of the payment methods in the checkout or in the footer of this page. We are constantly trying to expand the possible payment providers.

Question 16

Is it possible to order without a credit card?

Accepted Answer

Yes, it is. Additional to credit cards we accept for example PayPal. You can see an overview of the payment methods in the checkout or in the footer of this page.

Question 17

Why is my discount code not working?

Accepted Answer

Make sure you have typed the code correctly. Please note the terms and conditions of the voucher.

Question 18

Why is my credit card being rejected?

Accepted Answer

There are many possible reasons for a credit card not being accepted: the card is expire, you have reached or exceeded your credit limit, you have exceeded your daily charge limit or a computer at either end of the transaction is having technical problems.

If you have problems submitting your credit card payment you can contact Customer Service for help. When contacting Customer Service, please include any error message numbers you received, as well as the order number seen in the shopping cart.

Question 19

Shipping

Accepted Answer

We ship our products with DHL. The duration is 3-5 business days.

Question 20

Shipping time

Accepted Answer

We strive to have all orders shipped to you within 3 business days (Standard). For exact delivery dates, please refer to the tracking details sent to you with the shipping confirmation.

FAQs

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