Dear customers and backers!
First of all, we regret that this situation has happened to you.
As soon as a parcel is dispatched an automatic email with its tracking number and the shipping company's website is sent to a customer.
We can offer the following options to solve the situation:
- We'll have to ask you to pay double shipping costs over and above you paid because we needed to pay for returning parcel to us and will need to pay to ship to you. You may check how much it'll cost on our website on “Checkout” page.
- If you made a purchase via the website you can claim a refund, but we'll deduct double shipping costs (for shipping parcel to you and back to us) and taxes.
If freight company couldn't deliver the parcel to you
This problem usually comes up due to incorrect address you provided when ordering.
- If your order hasn’t been shipped yet: we could easily change your shipping information to the correct one.
- If your order has already been shipped: correction of address becomes a difficult process which involves a lot of people from our and freight companies. Please take into consideration that we might not be able to change it.
It also covers the case when you ask us to change the address and deliver your order to somebody else instead of you. If you missed the parcel because of wrong address or because you needed to change it, we won't be responsible for this trouble.
Please note that if you had provided a PO Box address and your parcel is being delivered by FedEx, you have to pay much more attention to its shipping status by checking it on FedEx website regularly as FedEx will not deliver to PO Boxes and you might miss the delivery.
If you have more questions, please contact us via "Submit a request" button above, we'll be glad to help you!