How can I track my order?
If you’ve received a shipping confirmation email from us, you should have received a tracking number along with it. Our customers have reported issues when using the Shop app that is occasionally recommended in shipping confirmation emails, so we recommend that you stick to the tracking link provided by the confirmation email.
Please also read "Who's Delivering My Package" page.
My tracking number comes up with an error.
Our partnered couriers may take up to several days to begin updating their tracking information. This is typically due to the time it takes them to both receive the order, and enter its information into their system. Factors such as shipping volume and weekend availability also affect the fulfillment time.
Please let us know if the problem persists for more than a week after receiving your tracking number.
How long does it take for my items to arrive?
The estimated shipping times will be displayed at checkout, and shipping times will vary by destination. Domestic shipping usually takes 3-7 days after the courier receives the parcel. Overseas shipping typically takes around 2-3 weeks but customs may delay this estimate depending on how long it takes to clear.
Please bear in mind that items shipped from outside our main fulfillment center in California may take longer to process and deliver.
My package did not contain my entire order.
Since our stock is separated into multiple warehouses, sometimes we have to send our products from items from separate locations. You will receive a confirmation email every time a shipment is sent, and the email will explain the products sent via the shipment.
If your order contains a pre-order item, the pre-order item may also be shipped separately along with a different tracking number.
My package is visibly damaged, and the products inside have also been affected.
If you've noticed that the packaging on your order has taken extreme damage from the shipping process, please check the products inside for any signs of damage as well.
If it turns out the products you ordered are also damaged, please let us know by taking photos of both the packaging and the product itself. Depending on the extent of the damage, we would be happy to provide a reshipment for you.
My package says it was delivered, but I can’t find it anywhere.
Please reach out to the terminal courier to find out more information on your delivery. We also advise you to reach out to your neighbors or mailbox manager on the off-chance that your order was delivered mistakenly. Please contact us if you're still unable to find the parcel.
My order is being delivered in California, but that's not my shipping address.
If you live in Alaska, Hawaii, Puerto Rico, or any other non-contiguous US territories, your order may be shipped to California first before being shipped to your destination. Please see the "Remote Areas" page for more details on this process.