When can I expect my order to be shipped?
Each product page will let you know if your product of choice is available for immediate shipping or if they have a lead time. If there is a lead time you can use that timeframe to estimate shipping based on the date you order was placed. If you notice that your order has exceeded this estimate, reach out to our support team!
What payment methods can I use?
You can use credit, debit, Shoppay, Google pay, and facebook pay. Any other payment method will not be accepted.
My order status is "Pending" What does that mean?
Pending order status means that you placed the order, but we haven't shipped it yet. Some products have longer lead times than others, so you might find your order in Pending status for a little while until it's shipped. If you have any issues with your order, please don't hesitate to reach out to us here.
How can I change my address after placing an order?
Submitted the wrong address? No worries! Just submit a Change Order ticket here. If we haven't already shipped your items, we'll change the address and confirm with you. If we've already shipped the products out, we may still be able to change the address. Just submit the ticket and we'll contact the delivery service company on your behalf - keeping you updated the whole time.
Why is the cost for international shipping so high?
Lithium batteries are regulated as a hazardous material as they present both chemical and electrical hazards. So due to regulations we need to follow, including having a Hazmat Certification, we are assessed extra fees that go along with shipping internationally. We incur much of the cost, but there is still some responsibility for the consumer.
Will I have to pay import tax for international orders?
Yes, Import tax is up to the customer to pay. Since each destination will have differing costs we will have no way to determine how much it will cost during checkout!
How long does it take once shipped?
For domestic orders you can expect to receive your package within 2-5 business days. For international orders you can expect to receive it between 7-10 business days. *It is important to note international orders can take longer than this estimated time due to the nature of the packages and each individual countries procedures.
I have an international order and my DHL tracking says “on-hold”.
When a package says “on-hold’ there is usually nothing to worry about. This status indicates that it may be taking longer than expected to clear customs. If you notice an “on-hold” status lasting longer than a week without movement contact our support team.
Can I change an order after I place it?
Yes! In general, we always maintain as much flexibility as possible with order changes. If your order hasn't been shipped out yet, we'll always allow item changes. The main exception to this process are custom requests. We cannot offer too many changes to a custom product request for obvious reasons!
What happens if there is an issue with my package?
With Shipping Protection Plan:
Coverage and Resolution Timeframe:
The plan covers lost or stolen packages, with a resolution provided within 5-7 business days. If your product arrives damaged, you are eligible for a replacement product.
Reporting Damaged Products:
Please submit your request through the “Contact” page on our website. Damaged products must be reported within 48 hours of receipt and must be unused. If a replacement is issued, the original product must be returned. A label will be provided for the return.
Reporting Lost Products:
Please submit your request through the “Contact” page on our website. If a “lost in transit” product arrives after a replacement has been sent, the original product must be returned. If your package was stolen a police report must be filed by the customer for orders exceeding $500 USD before any resolution can occur.
Without Shipping Protection Plan:
Coverage and Resolution Timeframe:
Resolutions for lost or stolen packages will be provided within 45 days. Products reported as damaged in shipping are eligible for warranty repair.
Reporting Damaged Products:
Please submit your request through the “Contact” page on our website. We will provide the necessary information for a warranty product repair.
Reporting Lost Products:
Please submit your request through the “Contact” page on our website. If a “lost in transit” product arrives after a replacement has been sent, the original product must be returned. If your package was stolen a police report must be filed by the customer for orders exceeding $500 USD before any resolution can occur.
General Terms:
We reserve the right to refuse a replacement if there is reason to suspect a fraudulent claim. In the event a chargeback is initiated on an order, we reserve the right to delay resolution until the chargeback process is concluded. Claims can only be made once per product. If the lost or stolen item is a service case being returned, you will only be eligible for a replacement of equivalent value.
