Due to the ongoing COVID-19 situation, there have been some temporary changes. Please see below for the answers to frequently asked questions!
Where is my order?
Please note that due to the ongoing pandemic, the shipping carriers are slower and none offer shipping time guarantees. They are still facing high volumes of packages, and more limited staffing as they work to keep their staff safe and healthy. We recommend you add a warning to your site that shipping delays are prevalent and express shipping times are not guaranteed.
The USPS has recently undergone some policy changes that are slowing down mail processing. As a result, shipments may take longer than usual to deliver, and packages may not scan as frequently. During this time, it is not uncommon for shipments to take 1-3 weeks longer than usual and/or to not scan at all until their destination city.
International shipments are also delayed due to fewer flights being available. Many international post offices are operating under force majeure. Additionally, many customs offices are backed up with packages awaiting carriers.
You can track your order using the carriers’ websites, linked below. Select the carrier and input or paste the tracking number. Through these websites, you can also access the carriers’ contact information so you or your customer can inquire directly with the carrier. Often, the carriers can provide more detailed information from their internal system.
UPS, UPSMI, UPS SurePost: https://www.ups.com/track?loc=en_US&requester=ST/
FedEx: Fedex.com: https://www.fedex.com/apps/fedextrack/?action=track
DHL eCommerce: https://www.dhl.com/us-en/home/tracking.html
OnTrac (XR Only): https://www.ontrac.com/servicesTracking.asp
If you are unsure which carrier your package was shipped with, 17Track provides an all-in-one tracking page: https://www.17track.net/en
Once packages are shipped, the items are out of our control. In the event a package is lost, as defined by the carrier, you will need to file a claim with the carrier, and time must be allowed for them to investigate.
What is the current status of the warehouses?
All of our warehouses are currently open.
Please allow extra time for order processing. The warehouses are shipping as quickly as possible within the safety guidelines they must abide by. We appreciate your patience during this time.
The situation is very fluid and could change.
What if I can’t find an item?
Inventory is fluid and changes quickly. Products are being stocked as quickly as possible, but in some cases, the manufacturers need extra time to send products to the warehouses.
If an item is out of stock at one location, it is possible that the item you are looking for is available at one of our other warehouses! Search on the site using the product name or UPC code. If you need assistance in finding any products, please contact us at email@example.com