Orders may be delayed due to the ever changing situation with COVID-19. We ask for your understanding while we try to get orders out in a timely fashion while keeping our staff and families safe.
- Damaged/Incorrect Goods
This online store uses multiple shipping providers (including the United States Postal Service, United Parcel Service, and other shipping consolidators) for all US domestic and international orders. Your shipping and handling fees are calculated based on the weight, distance from our warehouse in middle Tennessee, and the insured value of your order (where applicable). PLEASE NOTE: These shipping and handling costs are almost always completely out of our control and are based solely on charges from these third party parcel agencies and/or foreign government postal agencies. All shipping and handling fees are displayed to you before your order can be completed, and all shipping policies and fees are considered accepted by you when you SUBMIT your order.
Please allow 1-2 business days after your order has been placed for it to be processed and shipped, excluding weekends and holidays. When shipments are successfully made, this online store will email a shipment tracking number to the email address associated with the order. This tracking number is also available for your review by logging into your store account and reviewing your Order History. In some cases, especially with orders outside of the United States, tracking numbers will display no or erroneous information at first; please allow up to 5 business days after receiving your tracking # for the information to update.
While we do attempt to have many pre-orders reach their destination on their designated release dates, predicting delivery times is impossible. Therefore, most pre-orders ship 1 or 2 delivery days before designated release dates - but never before this. You will be contacted should any delays in pre-order release dates occur.
Orders shipped outside of the United States may be subject to import taxes, customs duties, and other fees levied by the destination country. In these cases, the recipient of such an international shipment will be subject to said import taxes, customs duties, and fees when the shipment arrives at the appropriate international facility. Additional charges for customs clearance must be fulfilled by the recipient; we have no control over these charges, nor can we predict what they may be. By clicking SUBMIT on your order, you are confirming that you understand your responsibilty for any import taxes, customs duties, and/or other fees levied by the country of your shipping address.
Customs policies vary widely from country to country; please contact your local customs office for more information if needed. Please note that when customs clearance procedures are required, delays beyond our original delivery estimates can occur.
This online store does not accept exchanges. We do accept merchandise returns up to 14 days after a package has been received. If you wish to return your purchase, please let us know via the Customer Service Contact Form and we will send instructions for shipment back to us. Merchandise must be returned to us in the original packaging and in the original quality in which it was received, and at the customer's expense. Refunds will be submitted upon receipt of merchandise in new condition; please note that shipping costs are non-refundable.
For all returns allow 5-7 business days for any merchandise credit to appear on your account statement. Also, please note that our Customer Service Agents have the right to use their professional discretion relating to refunds and returns.
In the case that you receive incorrect products, or your products have been damaged during shipping and delivery - please let us know via the Customer Service Contact Form. Our Customer Service Agents will take appropriate action, including but not limited to: order reshipment, return shipment of incorrect merchandise, reimbursement, or refund and cancellation.
All sales, discounts and promotions on products are only valid for future orders; no discounts will be given on past purchases.