FAQS

How do I link my account to Store Account?  
Step 1: Sign onto the website with your existing account, or create a new one. 
Step 2: After logging into your account, click the dropdown on the "Welcome, [Name]" message. Then select "Linked Account" and click "Link Your Account". A new window will pop up and ask you to sign in to your account. 
Step 3: Once you have successfully logged in, your account name will appear here. Congratulations on linking your account! 
After linking my account, the website is notifying me that I need to opt in my email address. How do I do that?  
To validate your email address, please follow the email address validation steps outlined on the website. 
My order history is incorrect/not showing. Will I still receive my pre-order items that have not been shipped? 
Yes! All pre-orders placed before will be shipped according to the product’s shipping schedule. Please check the specific product’s detail page for shipping schedule updates.  Orders are shipped according to when orders are received. Please note that this schedule is subject to change pending unforeseen shipping circumstances and impacts from the global COVID-19 pandemic.
My order hasn't arrived.  Can you tell me where it is? 
You should receive a shipment confirmation email within several hours of your package leaving our facility. That email will contain all necessary tracking information and is updated in real-time. 
How do pre-orders work? 
Pre-orders are items that are available for sale but don't ship until a later date (specified on the product detail page). When you purchase a pre-order product you are billed immediately upon checkout. This ensures you will receive the product once it becomes available. All non-personalized pre-order items can be cancelled for a full refund up until the product ships. After the product ships, our normal return policy will take effect.
What are your available shipping methods? 
Your order will be shipped from our fulfillment center via the preferred carrier for your location. Carriers include GLS, DHL, NL Post, and Bpost.
Can you tell me the shipping rate on my order? 
Shipping rates vary by your location and the size of your order. The easiest way to find out the exact shipping rate for your location and order is to go through the process of placing an order. When you reach the page where shipping options are presented, you’ll see a drop down menu with different shipping options and their costs for your exact location and order.
What about duties, taxes, and V.A.T.? 
Pricing is VAT inclusive. You may be charged separate duties/customs fees for orders shipped outside the country.