FAQ
Need help with a product or an order? Start here, or contact us with your question.
Products and sizing
How do I choose a size?
Check the measurements, diagrams and included parts on the specific product page. Sizes and materials vary by model. If a measurement is unclear, send us the product link and the option you are considering before ordering.
How do I care for my item?
Follow the instructions supplied for your particular model and material. If instructions are missing or the item appears damaged, contact us before using it. Do not assume that charging, cleaning or accessory instructions for one product apply to another.
When will my order be dispatched?
Orders are dispatched within 2 business days. Delivery estimates and available shipping methods are explained in our Shipping Policy.
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?
Visit Track My Order or use the link in your 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?
If a refund is approved, it is issued to your original payment method within 10 business days. Your bank or card provider may need additional time to post it. See our Return & Refund Policy.
My Card Was Charged Twice.
A pending authorization can look like a second charge. If both entries are completed charges, contact us with your order number so we can investigate. Please do not send full payment-card details.
What Forms of Payment Do You Accept?
We accept all major credit/debit cards, PayPal, Apple Pay, and Google Pay.
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?
Contact us immediately to request an order change or cancellation. Requests must be received before processing begins and aren’t guaranteed. Once processing starts, we may be unable to change or cancel the order. This does not affect your rights under applicable consumer law.
How Can I Cancel My Order?
Contact us immediately to request an order change or cancellation. Requests must be received before processing begins and aren’t guaranteed. Once processing starts, we may be unable to change or cancel the order. This does not affect your rights under applicable consumer law.
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 Track My Order.
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.