Regarding Free Shipping
Our "free shipping" option applies to items that are "in-stock" and shipped within the continental US (48 contiguous states). Usually, it involves First Class Mail or 3-Day Priority Mail via USPS for smaller items, or ground shipping for larger packages via UPS or FedEx (our choice, unless you call us first to make special arrangements). Expedited shipping is not included in our free shipping option, so expedited shipping may be provided at an added cost. If you are located in Alaska, Hawai'i, or Puerto Rico, please call us before placing an order. Please note that if a shipment is returned to us via a carrier's "returned to sender" option, subsequent orders would not qualify for free shipping.
Also, please note that local delivery and local pickup are also free, when available. Both services are only offered to addresses in our region in Southern California and at our discretion, and whenever it is possible for us to do so (dependent on time constraints, distances travelled, etc.). To choose either service, please call us during business hours prior to placing your order. We will let you know if it is possible. On certain occasions when it is possible for us to offer local delivery or local pickup, we may also call the phone number provided in your order once to check if you would prefer either "local" option instead of shipping via a carrier. If we are unable to connect with you, we would proceed to ship via our carrier.
Processing Times and Delivery Windows
Orders ship within 24-48 business hours from when they are received. Our cutoff time for same-day processing is 1 PM Pacific, so any orders received afterwards are processed the next business day. Also, please note that carriers can run into trouble caused by inclement weather or other extenuating circumstances, causing shipping delays. Please contact the carrier for information on an order that appears to be delayed or compromised, and let us know if we can help.
Once a shipment has been labeled, we send all pertinent tracking information. Sometimes, carriers need up to 24 business hours to push tracking information through their system. Please bear this in mind when checking the status of your delivery.
For US orders, we ship via USPS, FedEx, or UPS.Creating an account with us can help you keep your orders and order history organized.
To expedite an order, simply select the desired shipping method during checkout. To request expedited shipping after an order has been placed, please contact our customer service department as soon as possible. Please note that we cannot guarantee shipping upgrades after the order has been placed. Expedited shipping is not an option when using the "free shipping" option.
Shipping to an Alternate Address
Shipping to the billing address is our preference, though alternate addresses remain an option. In order to ensure the security of your order, processing times might run longer than usual as we verify order accuracy as part of our best efforts to prevent fraudulent transactions when alternate addresses are used. This might also delay shipping and delivery times in certain cases.
Please note that due to the nature of special orders, it may take some time for them to be fulfilled. See our Orders page for more information on special orders.
Cases Involving "Return to Sender"
Sometimes, delivery companies run into situations where a package is undeliverable, or the buyer chooses to "return to sender." If a package is deemed undeliverable by the carrier, please let us know immediately so that we can help you find a solution. In the event that we are told by the carrier that the shipment is undeliverable and we are unable to reach you within 7 calendar days, we would cancel the order, refund it, and subtract a 20% restocking fee from the refund. If you opted for free shipping, any future shipments would not qualify for free shipping.