Frequently Asked Questions
If your country is not currently on our shipping destination list, please go to https://www.usaddress.com/ and set up an account – you will then be able to enjoy our products wherever you are.
Why are some items available for personalized autographs and some are not?fgPlusAdmin
I received the wrong item.fgPlusAdminWe're human, and every so often, we might mispack an item. If this happens, please submit a support ticket. We will send you a return label to send back the incorrect product and we'll ship out the correct item(s) as soon as possible.
My package is lost, returned or was stolen.fgPlusAdminPlease note, we have absolutely NO control over your package once it leaves our facility. For issues with lost or delayed deliveries, please contact UPS or USPS. The main reason for returned packages is wrong or incorrect addresses data. We are not responsible for orders shipped to an old/incorrect address that comes through with an order or charges that may be incurred due to rerouting or reshipping of packages due to wrong or incorrectly entered addresses. Package theft has increased dramatically and we work hard to ensure the safe delivery of your order, however, we are not responsible for packages lost in transit or stolen from doorsteps/mailboxes/delivery addresses. Please make the necessary arrangements to ensure the successful delivery package.
HELP, I entered the wrong shipping address.fgPlusAdminWe will try to accommodate a change of address if we get your message before your order ships, but we cannot guarantee it. We Are Not Responsible For: Orders shipped to an old or incorrect address that comes through with an order. Contacting UPS to change an address due to wrong or incorrect address entered. Charges that may incur due to rerouting or reshipping of packages due to wrong or incorrect address entered. Please note, we have absolutely NO control over your package once it leaves our facility. For any issues with delivery, you will need have to contact UPS or USPS.
Cancellations, Returns, Refunds and Exchange PolicyfgPlusAdminCancellations will be accepted if the order has not yet shipped. To cancel your order please submit a support ticket. Once the cancellation has been submitted a refund will be issued. Please allow 5 to 7 business days for your refund to show up in your account. Returns and exchanges will only be provided for defective merchandise, otherwise, all sales are final!
International duties, customs, goods and services tax, etc.fgPlusAdminWhen making a purchase, please keep in mind that you, (the customer), are responsible for all duties, import fees, goods and services tax and any other fee that your country may impose on your purchase. And remember that your package may be temporarily stalled in transit for customs delays.
What type of packaging will you use for my order?fgPlusAdminAll of our products are discreetly packaged. We use four types of plain packaging: Sealed cardboard boxes, Sealed tubes, Non-Transparent polyethylene bags, and Sealed mailing envelopes.
How long will it take to get my order?fgPlusAdminUnited States* 2 to 7 business days Canada 10 to 15 business days International 10 to 30 business days The above transit times are estimated averages based on information provided by UPS and the USPS. Keep in mind there can be a number of things that could affect your delivery time. It is possible that shipping delays may occur on outbound orders as a result of COVID-19 and shipping services have been overwhelmed with the sheer volume of packages moving through their networks. Unfortunately, we have no control over your shipment once it leaves our facility.
US Ground Shipping Transit Map* Shipping to Alaska, Hawaii, Puerto Rico, and unincorporated territories of the United States can take an additional 7 – 12 business days.
When will my order ship?fgPlusAdminWe typically ship orders on Mondays and Thursdays, although we do ship on additional days depending on volume. Orders MUST be in before 10 am Eastern time on the shipping day to go out same-day. Please note, Holidays may affect our shipping schedule.
How do I track my order?fgPlusAdminWe print out a shipping label when we prepare your package for shipment. Once that label is printed you will receive an automated e-mail with your tracking information. We generally have all orders ready to ship within 2 to 3 days, so you can expect a tracking number within that time. If you do not receive a tracking number via email, please be sure to contact us. Please not that some email providers will force these emails into your spam / junk folders, so be sure to check there before contact us.
How do you ship?fgPlusAdminIn most cases, you can choose between shipping methods - U.S. Postal Service and/or UPS SurePost®
UPS SurePost® is a hybrid, ground service that combines the consistency and reliability of the UPS Ground network with final delivery typically provided by your local Postal Service. The UPS SurePost® service has the ability to ship to more addresses. UPS normally will not deliver to P.O. boxes. Depending on your business, this may or may not be a sticking point. But it’s important to note that since USPS delivers to all addresses, through this hybrid UPS and USPS model, you have the flexibility to reach many places geographically that UPS would not normally go. Note: UPS My Choice® Members can upgrade a UPS SurePost package to UPS Ground for an additional fee. Once upgraded, Members can use the features available with their Membership to reschedule or redirect the delivery to an alternate address or to The UPS Store®. Upgraded packages typically arrive one day earlier.
Where do you ship?fgPlusAdmin
Currently, we are shipping to the following countries. If you are unable to purchase due to your location please submit a support ticket to inquire about getting your country added.
- United States
- New Zealand
- Hong Kong