With the ongoing situation around COVID-19, our shipping delays and customer service shortage, we wanted to share an update with you.
These are uncertain times, but we are sure about one thing: putting the health and safety of our team and our customers first is key.
We are having a hard time catching up with the production and customer support, please read all updates below and refer to the procedures.
We are doing everything we can to ensure continued sanitization of all our products and facilities. Our team is committed to staying healthy, and helping our customers stay healthy, too.
Again, we apologize for any delays in getting your order to you. Our production and shipping is impacted by global issues beyond our control, and cause a bit of a wait. We hope to maintain regular order shipments as best we can, and we appreciate your patience.
We send well wishes to you, your family, and loved ones. We encourage everyone to stay safe, continue to take care of one another and share good news.
Please follow this if your query is regarding shipping and processing after purchase
1. Please rest assured that your product is on it's way and will be delivered to you very soon. It's most likely lined up to be shipped out or is already on it's way.
2. Follow your USPS tracking information - if tracking # is not working, please email and ask for a tracking update.
3. Email us if it's been more than 15 days AFTER SHIPPING CONFIRMATION and your tracking information did not update.
1. Allow 1-3 business days to process your order after purchase
2. Check all your email folders (including spam) to make sure you did not receive a shipping confirmation from us after 3 business days.
2. Email us a short note with your order #.
Please either leave it outside for up to 24h before unboxing it OR clean after delivery following this procedure:
1. Use either disinfecting wipes/sprays, steam with a Steamer or sanitize with alcohol-based products
2. Wash your hands afterwards
3. Enjoy your product
→ Repairs + Refunds
If you contacted us regarding a defective product, replacement, repair or a refund request, please follow
Please consider your case closed, do not expect a reply. A refund confirmation means the amount was refunded and will reflect within your bank statements. If it doesn't after 1-5 business days, contact your card-issuing bank.
Thanks for doing so, your refund will be processed once we receive & process your package.
Please note: Even though your tracking # says the item has arrived it doesn't mean we picked it up. Due to staff shortage we are experiencing delays. Please accept our apologies and rest assured you will receive your refund.
Please expect to hear back from us very soon as we work on all requests following the first-come-first-serve principle. Please rest assured, you will receive your response with all next steps.
We've reduced our Support Staff to only those able to work from home to protect the health and safety of our employees. Due to this change we are experiencing high-than-usual volumes of inquiries and it takes time to get back to each one individually. Thanks for your patience.
For those of you who contacted us and DID NOT receive a reply:
Please do not email us again so we can assist other customers. Expect not to receive any reply.
Please email us with your question again AND include order #. Sorry for the inconvenience, only this way we can filter the inquiries.
If the updates above did not provide you with additional information and you still need to contact us, please follow this:
1. Directly reply to Order Confirmation Email you received
2. Or use our contact form AND include your ORDER #