FAQ
Frequently Asked Questions
My Item Doesn't Work
Troubleshooting Battery-Powered Products:
- Read the manual included with your product.
- Insert the batteries, ensuring the (+) and (-) battery terminals align with the markings on the product near the battery compartment.
- Hold down the power button for up to 10 seconds or scroll the dial up to turn on the item.
- Press other buttons to trigger its functions (not available on some models).
- Hold down the power button for at least 10 seconds or scroll the dial down to turn off the item.
- If the item is still not working, try flipping the batteries the other way.
Note: Remote-controlled items must be turned on prior to using the remote control.
Please contact us if you still have difficulties with the item.
Troubleshooting Rechargeable Products:
- Read the manual included with your product.
- Locate a power adapter that will plug into a wall outlet (not included with most products) or a computer with a USB port that is turned on.
- Plug the item in and ensure the charging light indicator is on or flashing. Charge the item for at least 4 hours.
- Hold down the power button for at least 10 seconds to turn on the item.
- Press other buttons to trigger its functions (not available on some models).
- Hold down the power button for at least 10 seconds to turn off the item.
- If the item is still not working, try charging the device from another source. Some computers' USB power output may not be sufficient to charge the item.
Note: Remote-controlled items must be turned on prior to using the remote control.
Please contact us if you still have difficulties with the item.
Shipping
Is Your Shipping Discreet?
All orders are shipped in plain brown boxes or padded envelopes with “Web Merchants” as the shipper on the label, with no markings that may indicate the source or contents of the package.
For international and military shipments, we are required to fill out customs paperwork with a description of the products.
For more information, please refer to our Shipping Policy.
What Carriers Do You Ship With?
We ship with FedEx, USPS, UPS, and DHL.
Can I Request a Specific Carrier for My Order?
Please contact us when you’re at checkout and ready to place the order. Additional fees may apply. We will do our best to accommodate your request.
International Orders
- The shipping address must be submitted in Latin script (English alphabet) according to international carrier policy.
- The receiver is responsible for any duties and import taxes imposed by customs.
- International tracking information is not always promptly updated, and some packages may experience delays at customs.
- For international and military shipments, we are required to fill out customs paperwork with a description of the products.
For more details, please refer to our Shipping Policy.
Tracking
How Can I Track My Order?
Please visit the order status page or check the shipping confirmation email.
Tracking Says Delivered, But I Don't Have the Package.
Some packages are scanned as delivered before the actual delivery takes place. We kindly ask you to wait an additional 3 days to give the carrier a chance to catch up with their deliveries. If you still don’t receive the package after 3 days, please contact us for a resolution.
No Tracking Updates.
On occasion, delivery service providers may experience technical or logistical issues that cause delays in posting up-to-date tracking information. If you haven't seen tracking updates for 5 days or more and the estimated delivery date has already passed, please contact us for a resolution.
Returns
How Can I Make a Return?
Please refer to our Return Policy for more details on returns and exchanges.
Payments
Where’s My Refund?
The processing time depends on the bank and it may take up to 10 business days to show on your account.
My Card Was Charged Twice.
We never charge twice. What you see in your account is an authorization that will be dropped within a few days.
What Forms of Payment Do You Accept?
We accept all major credit/debit cards, PayPal, Apple Pay, and Google Pay.
You can also send us a mail order along with a check or money order.
A money order can also be accessed at the bottom of the checkout page. It will be prefilled with the items currently in your cart.
Why Is My Payment Being Declined?
Your payment can be declined if there are insufficient funds available or an error was made when entering the card information. Please check the entered card information and call your bank if the issue persists.
Ordering and Order Changes
How Can I Make Changes to My Order?
Changes are possible prior to the order being processed. Please contact us as soon as possible. Order changes may not be possible if we’ve already started working on your order.
How Can I Cancel My Order?
To cancel your order, please contact us. The order can be canceled until we start working on it.
If we’re unable to cancel your order in time before shipping, please refer to our Return Policy.
I Can't Apply a Discount to My Order.
Some discounts and promotions cannot be applied at the same time. Please contact us with questions about specific promotions.
Where Is My Confirmation Email?
Make sure to check your spam folder if you don’t see the order confirmation. To access the status of your order at any time, you can visit the order status page.
Do You Offer a Wholesale Program?
We do not offer a wholesale program.
Privacy
If you have a privacy-related question, please check our Privacy Policy.