Shipping and FAQs
Shipping Information and FAQ's
When will my order ship?
Using normal methods of shipping, your order will ship from our Florida 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.
We now offer an inexpensive method of shipping using new DHL methods. These shipping categories are called "DHL Standard" and "DHL Saver". These make use of your local country's postal service to make the final delivery. This 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.
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.
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 Standard and Saver (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):
DHL: December 16
FedEx Express Saver: December 19
FedEx 2 Day: December 20
FedEx Overnight: December 21
International Cut Off (Holidays)
International Cutoff (Christmas):
DHL Saver and Standard: No commitment, varies on country
DHL Express: December 15
Our Florida fulfillment center and Seattle, Washington headquarters have the following holidays in 2017. Any orders placed on this day will usually be shipped the next business day:
Monday, January 2 New Year’s Day (observed)
Monday, February 20 President's Day
Monday, May 29 Memorial Day
Tuesday, July 4 Independence Day
Monday, September 4 Labor Day
Thursday, November 23 Thanksgiving Day
Friday, December 24 Christmas Eve
Monday, December 25 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.