Get answers to our most frequently asked questions.
We located in Fort Collins, Colorado.
Yes, we offer phone support currently. You can place an order over the phone or using our website.
Unfortunately we are unable to make any item changes to orders once the order has been placed. Alternatively, we may cancel the order if the package has not yet begun processing with our shipping department. Please note that once the package has begun processing, and a tracking number has been created, the order will NO LONGER be able to be canceled.
We are only able to cancel orders before the order has begun processing with our shipping department. Once a shipping label has been created, the order is no longer able to be canceled/refunded. If necessary you may refuse the package at time of delivery. Once we receive the package back at our facility we will be happy to modify or cancel and refund the order.
If you believe an item is wrong/missing, please contact us immediately. Please send us a complete image of the order invoice and the items you received. Upon reviewing your email, we will handle the case within 24 hours on working days.
We are only able to change the shipping address before the order has begun processing with our shipping department. Once a shipping label has been created, the order is no longer able to make any change. If necessary you may contact the local post office to arrange mail-forwarding, or to arrange pick-up at your local post office.
Try to get your password back by click “Forgot Your Password”, after you hand in reset password request, you’ll get an email immediately which will help you to set a new password. If you don’t find the reset email in your inbox, please kindly check your spam/junk email. We suggest you flush your catch storage before log in with new password. If you still need help, please feel free to contact us by firstname.lastname@example.org.
Returns & Refunds
We offer a 30-day limited warranty for all manufacture defective items. The warranty period will begin once the package has been delivered in correspondence to the order’s tracking history. Please contact us asap if you believe that there are defectives about the item(s) your purchased from our website. The item(s) will be no longer eligible for a refund/replacement after the warranty period.
If you found defective on the product you purchased from our website, please notify us within the 30-day limited warranty period and we will be sure to assist you in the replacement or return process. Prior to contacting us please ensure to include the following points in your email for a quick solution.
- Order number
- Images/Video of the defective items, clearly showing the issue at hand
- A detailed description of the issue you are facing with the product.
- Image of the S/N (series number) on the product
Please send the above information to email@example.com.
Please note that all minor scratches, cosmetic issues, and discoloration are considered normal wear and tear, which are not covered by our warranty.
Payment & Coupon Application
Yes, you can make the payment via your credit/debit card as PayPal Guest Checkout.
If pending charge posted to your account, it means that the transaction was declined for some reasons. A “Gateway Error” indicated that the card used for purchase was declined due to an incorrect billing information entered at the time of checkout. Please be sure to make the billing information accurately match the information attached to the card (including the name on the card). Please verify the billing information on file with your banking institution. Pending order on your account is not an actual charge. Since the card was declined, we were unable to receive any payments from you. You many contact your banking institution to inquire about the declined transaction as the pending charge is the result of the card issuer holding the funds from your account.
Unfortunately, we are unable to apply coupon codes to orders after they have been placed. To avoid further issues, please ensure to input your coupon code prior to ordering.
In a rare case that an item you purchased is found to be unavailable during the processing of shipment, our customer service team will contact you immediately to inquire about a possible substitution. We reserve the right to issue a refund for an out of stock items or the entire order if it makes great effects to you.
Stock & Product Issues
Popular items can be restocked within 2 weeks. However, we do not guarantee that some items will be restocked.
Please make sure to read the common FAQs above for the quickest answers. If you have additional questions, please feel free to contact us via email. We will respond to every email within 24 business hours after we receive them, not including weekends and holidays.