Order Questions
Frequently asked questions for order status, processing, and other policy questions.
How can I check my order status?
When your order ships, we email you a tracking link. You can also look up your order on our Order Status page.
Do you accept prepaid gift cards?
No. We accept major credit and debit cards linked to a valid billing address.
What does "Processing" mean?
We've received your order and it's in line to be packed. We process orders Monday through Friday.
Can you ship to an address other than my billing address?
Yes. For larger orders we may contact you to verify the details first.
Why am I getting a fraud error at checkout?
Usually because the billing address doesn't match the one on file with your card.
Do you take phone orders?
No. All orders are placed online, but if you run into trouble at checkout, call us and we'll help you through it.
How do I cancel my order?
Call us Monday to Friday, 7:00 AM to 3:30 PM Pacific, before your order ships.
Can I change my order after placing it?
If it hasn't been processed or shipped, we may be able to. Kits can't be changed; we'll cancel so you can reorder.
My order didn't go through, but I was charged. Why?
That's a temporary bank hold, usually from a billing mismatch. We don't receive the money, and it drops off within hours to a few days.
What if something in my order is wrong or missing?
Email [email protected] with your order number. We correct mistakes within 30 days of purchase.
Why are you asking me to verify my order?
Our fraud system sometimes holds an order until we confirm it's really you, usually after a billing mismatch or failed payments.
Do you have bigger sizes?
Contact us and we'll do our best to get a larger size for you.
My discount code didn't work. What should I do?
Contact us with your checkout email, the code, and your order number, and we'll help sort it out.