Shipping & Returns
RETURNS / EXCHANGE
To begin a return or exchange, please access our return portal here. For orders made in-store or over the phone, please call customer service at 800-669-2535 for a return authorization # to send back any merchandise. That # goes on the outside of the box next to the address label to identify your return.
HOW FAST IS MY ORDER PROCESSED?
Under normal circumstances, orders are processed the same or following day, Monday through Friday during typical business hours. All orders placed Saturday or Sunday will be processed on Monday, with the exception of holidays.
WHEN WILL MY ORDER SHIP?
Many items are available for immediate shipment, however, we are a custom shop, and some items will require time to build. If you are concerned about immediate availability on a particular item, please call customer service at 800-669-2535.
DO YOU SHIP TO ALASKA AND HAWAII?
We do ship to Alaska & Hawaii. The rate quoted during checkout is only an estimate and is subject to additional shipping charges.
DO YOU SHIP TO FREIGHT FORWARDERS?
No we do not. There are no exceptions.
DO YOU SHIP TO CANADA?
Yes we do.
HOW MUCH IS SHIPPING?
Shipping is determined using a rate calculator. In some cases the rates may be inaccurate and additional fees may be required.
DO YOU OFFER EXPEDITED SHIPPING?
Yes. You can choose 3-Day, 2-Day or Next Day service for an additional charge. The expedited shipping duration does not include the time to process your order or the time it may take to build your product(s). Please refer to the Shipping Estimate feature in your cart screen, after adding your items, to estimate the amount of your shipping cost. If actual shipping rates are higher than what the cart quoted, additional fees may be applied.
CAN I HAVE MY ORDER SENT TO MORE THAN ONE ADDRESS?
Each order can be sent to only one address. If you are purchasing several items to be shipped to different addresses, you'll need to place a separate order for each different shipping address.
CAN I SEND AN ORDER TO A COUNTRY OTHER THAN THE UNITED STATES?
We usually ship to the United States & Canada. However, if you would like to ship an order to other countries you must place the order over the phone at (800) 669-2535 or via email at firstname.lastname@example.org.
DELAYS DURING HOLIDAY SEASONS BETWEEN THANKSGIVING AND CHRISTMAS
Shipping companies often do not guarantee any shipment a couple of weeks before Christmas. Please allow extra time for deliveries during this time. You can also contact us for expedited shipping options.
ITEM IS ON BACKORDER
We will contact customers via your email in case the product you ordered has to be built and will be delayed. If you have other items on your order that are not on backorder we will wait for the backordered item to be built and ship all the items together. Please contact us if you would like the available products shipped separately.
UNDELIVERABLE PACKAGES (ORDERS RETURNED TO US)
Packages that are returned to us by the U.S. Postal Service or UPS and marked as "Unclaimed", "Return to Sender", "Attempted Unknown", "Refused", or "Invalid Street Address", will be contacted by our sales team to try and get the delivery errors corrected.
BILLING ADDRESS INFORMATION IS INCONSISTENT WITH WHAT IS ON THE CREDIT CARD RECORD
To protect our customers against credit card fraud, we will call, email or use other ways to verify that the credit card holder authorized the purchase. The billing address MUST MATCH the records at the card issuing bank or we will not accept the order.
Returns are subject to a 20% Restocking Fee.
RETURN SHIPPING COSTS
Return shipping is the customer's responsibility.