Shipping FAQ

How soon we ship your order depends on several factors, the most important of which is the day and/or time your order is completed. We package shipments Monday – Saturday between 9 a.m. and 4 p.m. PST. That said, once we package your shipment, we have to await pickup by the shipper, which is generally in the afternoons during the week. We aim to get orders packed and ready for pickup immediately upon receiving them. When they are marked as shipped in our system, you will receive an email update with a tracking number.

When we mark your order as shipped, it means it's been packed and labeled, but not necessarily picked up by the shipper. Once the shipper has taken possession of your package, it can take up to 24 hours before the tracking information will start to update. If you complete your order on a Saturday evening, it could even take up to 48 hours before you see an update.

Address entry can be fairly particular and specific, especially with international addresses. Try entering your address at https://smartystreets.com/products/single-address and following the suggestions they have there for inputting your address during the checkout process. If that fails, don't hesitate to send us an e-mail. It is likely we can process your order manually and get it shipped promptly.

Yes! We do. When you check out on our website, you will receive quotes to ship to the country indicated in your account Shipping Address profile. Be aware that we have a more limited selection of international shipping options, so the price, and sometimes additional tariffs imposed by your country, can increase the cost of your order. Unfortunately we have no control over those factors.

Yes, we do ship to military addresses. It is important to note that these addresses can be confusing and difficult to input correctly, and our shipping providers sometimes have a hard time returning estimates for improperly-formatted addresses. For more help, you can see our shipping quote provider's FAQ on the topic, or contact us for more assistance.

https://support.goshippo.com/hc/en-us/articles/204248819-Troubleshooting-international-and-military-address-issues

When you complete your order, there will be a "Special Instructions/Comments" field, into which you may enter any special instructions for your order. Please note that putting any specific address-related content into here will not make it into your shipping label. That must be done in your account profile shipping address itself. As for packing, please note that we generously pack all of our shipments—especially the fragile items—to ensure you receive them all intact. That said, we cannot guarantee the shipping provider you choose will treat the item with as high of a regard as you or we do.

If your tracking information says your order was delivered, but you did not receive it, please contact us as soon as possible so we may investigate and/or file a claim with the shipping provider in question. Similarly, if your order arrived broken or in a state other than described on the website, we will be happy to help as well.

We automatically insure any order over $50 through a third-party shipping insurance provider. So, don't fear—if something goes wrong with the shipping process, we will take care of you.

You sure can! We have an option for in-store will call on the shipping quote step of our checkout process. Selecting this will tell our National Desk (the fine, hardworking folks who handle packing up our online orders) to set your order aside for your pickup during regular store hours.