FAQs
Browse our knowledge base to get answers
to frequently asked questions.
Most common questions
Your order status tell you the status of any order you’ve placed with us. Here’s a quick summary of what each status means:
- Needs Manual Review: Your order was flagged for security reasons and is being manually reviewed by one of our agents to make sure everything looks good. This process usually takes a few hours and rarely ever more than 1 business day. Hang tight!
- Ready to Ship: Your order was processed and accepted, we’re working on preparing your products and sending them your way!
- Pending Shipment: Your order was processed, prepared, and is waiting to be picked up by our carrier.
- Partially Shipped: Part of your order has shipped and is on its way to you. Some items, however may arrive separately and at later dates.
- Completed: Your order was processed, shipped, and sent out to you. You'll receive a tracking number for your order and should expect it to show up soon!
- Needs Payment: Your order was received, but we’re still awaiting payment to fulfill it. This status is usually related to a product subscription with a failed payment. You may need to update your credit card or other information.
- Canceled: Either you or a member of our team has canceled your order. You will not be charged and the order will not be fulfilled. If you didn’t cancel your order, please contact our customer support team.
Your order was flagged for a routine security review. Our team may contact you if additional information is needed. Review times vary, so watch your email and contact customer support if you need an update. This status does not mean that the order has been declined.
Your order was received, but we’re still awaiting payment to fulfill it. This is usually related to product subscriptions with a failed payment. You may need to update your credit or debit card before we can process and ship your order.
To change your Subscription payment method:
- Go to the Subscriptions tab in your Account.
- Click "View" on the subscription item you wish to edit.
- Click on the Edit icon next to "Payment Details"
- Select the existing payment method you wish to use or add add a new card.
- If using an existing payment method, click on it and save your changes. If adding a new payment method, fill out your information and save your changes.
Contact customer support at (689) 986-0028 as soon as possible. An order cannot be canceled after it has shipped. If it has already shipped, contact support before returning anything; eligible returns are handled under the 100 Day Make-it-Right Guarantee.
Other questions
If you receive an error message when processing your order and do not receive a confirmation email, it is possible that there was an issue with the billing address you entered. We recommend verifying the correct billing information with your bank. Please note that we do not have these funds, and declined funds are typically held by the bank for 2-3 business days before being released back to your account.
If you have questions about your order, please contact us by email at [email protected] or call us at (689) 986-0028 and provide your order number.
Approved orders are normally processed within 1–2 business days, Monday through Friday excluding federal holidays. Delivery time begins after the order ships, and tracking information will be sent when it is available.
Pending means that we received your order and it is waiting for approval or processing. Approved orders are normally processed within 1–2 business days. You will receive tracking information after the order ships; standard delivery is generally estimated at 3–5 business days.
Contact customer support as soon as possible and within five business days of the expected delivery date. Keep the packaging and take clear photos of the package and damaged item. Our team will provide the return, replacement, or claim instructions that apply to the order.
Available payment methods are shown during checkout and may change as processing options are updated. Use the payment options displayed for your order, or contact customer support if checkout does not present an available method.