Thank you for your interest in our services. We are pleased to provide you with detailed information regarding our customer support processes and policies.
Customer Support Hours and Response Times:
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Regular Hours: Monday to Friday, 10 a.m. to 2 p.m.
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Extended Hours: Mondays and Fridays, 10 a.m. to 3 p.m.
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Closed: Weekends and holidays
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Response Time: Up to 72 hours due to high contact volumes
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Note: Emails received after 1 p.m. on Thursdays or during weekends will be processed on Monday (considered day zero).
Communication Guidelines:
To ensure efficient communication, we kindly request that you avoid sending multiple emails on the same issue, as this may result in messages being filtered as spam. Please include specific questions and relevant information in your initial email.
Quick Resources:
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Frequently Asked Questions (FAQ): Review the comprehensive list of frequently asked questions available here.
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Question about your order? Please click here to track.
Pricing and Currency:
As we sell globally, all prices are quoted in US dollars. Please be aware that customers are responsible for any applicable customs duties. If you prefer to view prices in your local currency, simply access the drop-down menu located in the upper-right corner of the page and make your selection.
Product Representation and Availability:
Products displayed on our website are representative of in-store merchandise. Prices, styles, and availability may vary by country.
International Shipping:
We proudly offer shipping to over 150 countries worldwide. If your country is not listed, please contact us to see if we can accommodate you.
Customs Duties Policy (For Reference Only):
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United States: No duties on orders under $800 USD
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Mexico: No duties on orders under $50 USD
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Australia: No duties on orders under $756 USD
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Canada: No duties on orders under $20 CAD (subject to change)
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European Union: No duties on orders shipped from EU warehouses to EU addresses
For detailed information on customs duties and regulations specific to your location, please contact your local customs office.
If any import duties are applicable, they will be the responsibility of the recipient. Please be aware that our invoices reflect prices exclusive of duties.
For detailed information on product origin and shipping location, please refer to the product description or contact us directly.
Product Information Accuracy:
While we make every effort to provide accurate product information, it is sourced from manufacturers, suppliers, and other parties, and has not undergone verification by our team. This encompasses product packaging, materials, and may include varying details such as the product description, country of origin, nutritional information, ingredients, allergens, and other specifics. We strongly recommend that you always review labels, warnings, directions, and any additional information provided with the product prior to use or consumption. For further details about a product, we suggest contacting the manufacturer directly.
Intellectual Property Rights:
Although our objective is to offer precise product information, it is important to acknowledge that the information is sourced from partners, manufacturers, suppliers, apps, and various other parties and has not undergone our independent verification. In rare instances, this may give rise to copyright complications. However, we are unequivocally committed to upholding copyright and trademark integrity. Therefore, we have streamlined the process of addressing any such issues for your convenience.
Color Accuracy:
While we diligently strive to offer accurate product information and display authentic colors, we acknowledge that subtle variations may occur due to differences in monitors. Be assured, we are readily available to assist with any inquiries you may have regarding our products.
Support Policy:
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⏰ Service Hours: Our dedicated Support team is available to assist you from Monday to Friday, operating between 9 a.m. and 3 p.m. Pacific Standard Time. Please note that we observe British Columbia statutory holidays.
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🕒 Response Time: While we aspire to respond to all ticket requests within 24 hours, please allow up to 1-3 business days for a response, as response times may vary depending on the volume of inquiries.
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📧 Follow-Up Etiquette: For efficient support, we kindly request that you refrain from sending follow-up emails until you have received a response from our support team. This ensures a prompt and organized assistance process.
Harassment and Merchant Code of Conduct:
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🚫 Inappropriate Behavior: We maintain a strict zero-tolerance policy for inappropriate conduct, including racism, sexism, discriminatory language, offensive remarks, and threats directed towards our staff or contractors.
Your Questions and Concerns:
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💬 Your Feedback Matters: Your feedback is our compass for constant improvement. We invite you to share your thoughts with us as we continuously enhance our services to exceed your expectations.
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💌 Contact Us: If you have questions or concerns, please don't hesitate to contact us on weekdays, Monday to Friday, between 10 a.m. and 2 p.m. While we strive to respond promptly, please be aware that responses may take up to 72 hours due to high contact volumes.
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📝 Be Specific: To expedite accurate responses, kindly include specific questions along with your information.
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🕰️ Important Note: Emails sent after 1 p.m. on Thursdays and over the weekend will be treated as received on Monday, with the day of receipt considered day zero.
Important Notice on Shipping Times and Delays:
Shipping times may be affected by current global situations, including COVID-19, conflicts such as those in Ukraine and Israel, and other unexpected crises. For the most up-to-date information on your shipments, please track your parcels on our website. Additionally, we recommend checking your local post office's website for detailed information on service interruptions.
If you still have questions, please chat with us or drop us a line. We appreciate your continued support and understanding as we navigate these challenges.
