FAQs

Our FAQ section is designed to answer the questions we are regularly asked.

If you can’t find the answer to your questions, please don’t hesitate to Contact Us

How long will my order take to be delivered?

Standard delivery is 3-10 working days.

(Please note that we don’t deliver on Sundays and Saturdays. Delivery needs to be specifically requested online via call or email to receive your order on a weekend.)

Can I track my delivery?

Yes, you will receive an email with your tracking details and if you have provided us with your mobile number, you will also receive a text message regarding the details.

Your order will be delivered any time between 8am and 8pm Eastern Time, Monday to Friday (unless a timed or specific day delivery has been given). Your tracking details will include a time slot for the day of delivery but this is just an estimate and is subject to change.

What if I’m not in when my order is delivered?

All of our items are sent on a ‘leave safe’ service so if you are not able to accept the parcel the driver will try with a neighbor, leave in a safe place, or in some instances take the parcel to your local Parcel Shop for collection. We can send items on a ‘signed for’ service if requested.

The driver will take a photograph as proof of delivery for any deliveries made at the door or left with a neighbor/safe place.

Can I have my order delivered to a different address?

Yes. When you place your order you can add a different delivery address. If the billing address is different from your delivery address the invoice will always be sent to your billing address. Please remember your billing address is the address at which your payment card is registered.

What is the latest time in the day you can place an order for next-day delivery?

2pm Eastern Time is the latest time you can place an order over the Internet for next-day delivery.

How can I track my order?

We can track all orders via our parcel tracking system and will advise you where your order is at any time. Please either e-mail our Customer Services Department or call +1(855)-324-4269 within the following hours:

Day		Hours
Mon-Fri		9.00am – 6.00pm Mountain Time

How do I know if an item is out of stock?

Our website updates stock levels regularly and automatically, so you can buy with confidence. If there are any unforeseen issues we will contact you promptly to inform you.

We do not part-ship orders unless specifically requested, so if you place an order for multiple items where one or more item is out of stock we will wait until everything is available before dispatching the goods. We will inform the customer of this before we process the order.

If you would like any items that are In-Stock to be dispatched when purchased, please call our Customer Service department on +1(855)-324-4269 and we can arrange this for you. There is no extra charge for this service.

Can I change or add to an order?

As long as we haven’t dispatched your order we can alter it for you. Just call our Customer Support Team on +1(855)-324-4269 and we will be happy to help.

When should I arrange for help with the installation of my Goods?

You should not arrange for any third-party contractors until you have received your parcel and this has been checked for any shortages or damages.

Which credit cards can I use for payment?

We will accept Visa, MasterCard, American Express, and Discover.

How do I return an item?

Our returns policy, which is in addition to your statutory rights, allows you a refund or exchange of goods bought online or in the shop with proof of purchase within 30 days of purchase. The goods must be returned unused and within their original packaging. The original postage charge will be refunded when the item is confirmed and received.

Faulty Items

Contact our Customer Services Department at +1(855)-324-4269 and they will either request a photograph of the faulty item or ask for it to be returned for inspection. Once we have received the photograph or returned item we will arrange a replacement to be sent out within 7 working days, or refund your order.

Non-Faulty Items

If any item does not meet your expectations you can return this to the postage address below. It must be returned unused within 30 days of receipt of your order. We advise that you obtain proof of the return from the carrier.

Which Carriers do you use?

We use a variety of carriers depending on the size of the parcel and shipping address, including FedEx, UPS, and United State Postal Service.

How accurate is your website?

Whilst every effort is taken to ensure that the product prices, information, and sizing are correct, these items are subject to availability and may be subject to change. In the unlikely event of a price increase or substitution, you will be notified before your order is processed.