Shipping and FAQs
Shipping Information and FAQ's
When will my order ship?
Note: Due to the COVID19 situation, all shipping carriers have removed their delivery time guarantees. Therefore, we cannot promise that two day delivery will only take two days. We will try our best to make sure packages go out on time, but please be patient during this time. Also, some hard hit destinations have suspended service or have vastly reduced service. There are no USA destinations that we are aware of that have suspended service. We are seeing on average a day or two in delays on USPS shipments.
Using normal methods of shipping, your order will ship from our Florida or Cape May fulfillment center within 1-2 business days. If you placed your order on a weekend our outside US Eastern time business hours, your order will go out the next business day. We prioritize Expedited orders, and if you need something urgently, do not select our free shipping. If ordered early enough, they go out same day.
Our picoFreight (pF) shipping method is available for those in the USA and is an inexpensive option ($2) for small orders under $50. This is shipped using a variety of methods, including USPS First Class, and will ship within 1-3 business days.
We now offer free international shipping using "DHL Postal Mail". This service makes use of your local country's postal service to make the final delivery. At times, we may chose to select an express freight shipping company if delivery is unreliable or is at a lower/comparable price.
DHL Postal Mail can sometimes be very slow and if you wish to avoid your local postal service, please use "DHL Express". While more expensive, this method is fast and very reliable. DHL Express orders are prioritized and go out same day, if ordered early enough local time. We have recently discounted our DHL Express rates in some of our most popular destination countries.
Taxes and Duty on International Orders
Some countries impose extra taxes on imported goods. While some companies will falsely declare lower values or declare them as "gifts", we do not under moral grounds. There is no way for us to pre-pay these for you out of pocket nor can we estimate this amount for the hundreds of countries we can ship to. You are responsible for the tax you owe, much like sales tax or GST. Contact your local customs website to learn more.
Policy on Refused Shipments
If a shipment is refused for reasons other than damage, such as unwillingness to pay custom duties, we consider this a "refused shipment". A refused shipment is subject to a 15% restocking fee, including any additional shipping fees. The refused shipment must arrive at our fulfillment center before a partial refund can be issued. Some countries destroy packages if duties are not paid. We are not responsible if the package does not arrive back at our location. No refund will be issued if the package does not return.
We ship expedited orders same day if they are completed before 12:00 Noon US Eastern time. We offer the following expedited order methods: DHL Express (International), FedEx 2 Day, and FedEx Overnight. If we have time, we will try to get out our normal orders ordered before the cut off, if time allows.
Where is my package?
We provide the most current tracking information to you via email when your order ships. For international orders on DHL Postal Mail (non-express), you will have two tracking numbers. The first is DHL's tracking number, the second is the local carriers tracking number. We highly suggest using this second tracking number with your local postal service in order to track delivery to and within your country. This tracking number is also extremely useful if you need to contact your local post office.
Why are your shipping rates so high?
We are a small business with "low volume" (although its pretty dang high volume to us!). Sometimes, we cannot offer the rates the big guys can offer. Our packages typically go out at cost or below cost, so sometimes shipping is our loss leader. We are always looking to lower our rates and occasionally adjust them.
What is a business day?
Monday through Friday. Any orders placed outside this time or on weekends will ship the next business day (assuming its not a holiday). Our sales and product support are also available during Monday through Friday, with the exception of holidays. We have a small staff, so be patient.
Where are you located?
Our company is headquartered in Seattle, Washington, located on the United States west coast in the Pacific Time Zone (UTC-8/-7). Our fulfillment center is located on the east coast in Florida in the Eastern Time zone (UTC-5/-4). We also have additional support staff and operations in Cape May, New Jersey (UTC-5/-4).
Shipping inside and out of the United States during the holidays (November-December) is the highest shipping volume period of the year. A record number of packages will be shipped in 2018. Our fulfillment center has provided us the following guidelines if you wish to receive your package before the Christmas holiday. Remember, these are guidelines and not guarantees.
Domestic Cutoff (Christmas):
Not yet available
International Cutoff (Christmas):
Not yet available
Our Florida fulfillment center and Cape May shipping centers are closed the following holidays. Any orders placed on this day will usually be shipped the next business day:
- New Year’s Day
- President's Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Christmas Day
I have an order, shipping or support question!
Email us at firstname.lastname@example.org and we will get back to you as soon as we can. We have a small staff, so please be patient.