CUSTOMERS' FAQs

General questions

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

We can only change orders that have not been processed for shipping yet.

Once your order is under the status “preparing for shipping”, “shipping” or “delivered”, then we cannot accept any edits to your order.

To make changes to your order, please reach out to support through the helpdesk.

We currently ship in the United-States only.

For shipping outside of these countries, please reach out to our support through our help desk.

Standard shipping time is 2 -7 days.

Payment

You can purchase on our website using a debit or credit card.

We additionnaly offer support for Paypal.

You can chose these payment methods at checkout.

We currently only support USD for charging our customers.

If your credit or debit card use another currency, then you will be charged in USD. Your bank will apply the corresponding conversation rate of the currency you choose.

No. Sorry but we can’t offer 3 or 4 times payment option at present.

Shipping

We currently ship in the United States only.

For shipping outside of these countries, please reach out to our support through our helpdesk.

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

If you’re not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order.

For more information, please refer to the website of the delivery partner handling your delivery.

Returns

We do accept returns in respect to the following conditions:

– The item must have been sold on our online store
– The item shouldn’t have been used in any way
– The return or exchange request is made within 14 days of delivery
– The return is made within 14 days of the return or exchange request

To ask for a return, please contact our support using our helpdesk.

We do accept exchanges and they follow the same conditions as returns

In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.

It depends on the product in the package.

Feel free to contact our support agents through our helpdesk to know whether return your order is free.

Returns are confirmed within 14 days of receiving the package at our warehouse.

Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.

Other questions

We have created a referral program to thank our customers for referring their friends and family.

To refer someone, you will first need to have an account on our online store. After that you can head to your profile page to get your personalized referral link.

If any of your friend decides to place their order using your referral link you will be credited 10% off the order value for helping us spread the word.

For more information, please refer to our referral program terms & conditions.

We currently don’t have any physical stores under our brand name.

We guarantee any of our product made by us and sold through our online store to be free of defect. We would gladly accept any return or exchange request resulting from a defective item granted they respect the following conditions:

– The item must have been sold on our online store
– The item shouldn’t have been used in any way
– The return or exchange request is made within 14 days of delivery
– The return is made within 14 days of the return or exchange request

If you have a return or exchange request resulting from a defective item please reach out to our support for more information on how to proceed.