Order Questions

Frequently asked questions for order status, processing, and other policy questions.

How can I check on the status of my order?

If you wish to check your current order status click here!

Do you accept Pre-Paid Gift Cards?

Unfortunately, we do not accept Pre-Paid Gift Cards. Our system only accepts major Credit/Debit Cards that are linked to a valid Billing Address.

What does "Processing" mean?

"Processing" means we have received your order and it is in queue to be fulfilled. Business days for processing are Monday through Friday, but processing times may vary, especially during busy holiday seasons. If you need your order prioritized, we r

Can you ship to an address other than my Billing Address?

Yes, we can ship orders to an address different from the billing address. For larger orders, we may need to contact the buyer for verification before processing the order. If we are unable to verify the details, the order may need to be shipped to th

Why am I getting a "Fraud" error when placing my order?

A fraud alert typically means that the billing information entered does not match the billing details associated with your card. If your billing and shipping addresses are different, be sure to select the option to enter a separate billing address at

Do you take phone orders?

No, we do not accept phone orders. All orders must be placed online through our website. If you experience any issues during checkout, feel free to call us, and we’ll be happy to assist you.

How can I cancel my order?

To cancel an order, it's best to call us during business hours (Monday–Friday, 7:00 AM–3:30 PM PST) before your order ships. You can also email us, but if your order is already being processed—especially if you selected Rush Processing—it may be ship

Can I make changes to my order once it's been placed?

If your order has not been processed or shipped, we may be able to make changes. However, we cannot make changes to kits—if you need to modify a kit, we will need to cancel the order so you can place a new one. For any order changes, please contact u

My order didn't go through but I got charged?

If your payment was declined but appears as "pending" or "processing" on your account, it is likely due to an incorrect billing address or postal code. The billing details entered at checkout must match those associated with your card. When the infor

There was an error with my order, what should I do?

If you notice an error with your order, please email us as soon as possible at [email protected]. We are happy to resolve any mistakes within 30 days of purchase once we verify the issue with our records.

Avoiding Fraud for Customer Protection

In some cases, our fraud detection system may require order confirmation before processing. This may include providing a copy of your driver’s license and credit card (with sensitive details hidden) to verify your identity. This typically happens whe

Do you have bigger sizes?

If you need a larger size than what is currently listed on our website, please reach out to us directly. We’ll do our best to accommodate your request and source the size you need whenever possible. Whether it's for a large-scale project or professio

I didn't get my discount!

We're sorry to hear your discount didn’t go through! Please contact our customer support team, and we’ll be happy to assist you. When reaching out, please provide the following details:. We’re here to help resolve any issues and ensure you receive th