Frequently Asked Questions About Orders
How do I change quantities or cancel an item in my order?
Once the order has been placed and is shown as processing, you have up to 30 minutes to cancel your order or make any changes to it in your dashboard. Please note, that if you place an order outside of our standard business hours, we will not be able to make any changes. Contact Customer Care for further assistance in changing or canceling your order.
How do I track my order?
Click LOGIN to your account and go into the account dashboard. Find your recent order and click “View Order”. Click the “Shipments” tab. You will find the tracking information in this section. The tracking number assigned to international orders shipped with UPS Mail Innovations is for identification purposes only and will not provide any tracking information.
My order never arrived.
Orders shipped with USPS First Class Mail (domestic) can take up to 10 business days for delivery. Please check the tracking information to see if the package shows delivered. All domestic orders shipped with UPS will have tracking information available. If you have not received the order and it has been more the 10 business days please contact Customer Care. International orders shipped with UPS Mail Innovations can take up to 30 business days for delivery, but usually deliver within about 15 to 20 business days. If it has been more than 30 days and you have not received your package please contact Customer Care.
I received the wrong product.
If you feel that you have received the wrong product, please contact Customer Care within 72 hours of receiving the product.
How do I get my 20% returning customer discount?
Click “LOGIN” at the top of the page. Once you are logged in to your account the prices reflected will be discount prices. You are not considered a returning customer until the order has been placed and shipped out from our warehouse.
What is your Return Policy?
Please click here to view our return policy.
Can I exchange my protectors?
We are unable to do exchanges due to inventory purposes. If you have ordered the incorrect protectors or would like to try a different protector, please contact Customer Care so we can issue you an RMA (return merchandise authorization) number to return the protectors. We will issue a refund when we receive the protectors back. You can order the correct protectors at anytime you would like.
Can I get a refund if I purchased through a reseller?
No. If your order was purchased through a reseller you will need to go through them for a refund.
What is my customer PO number?
Your customer PO number can be located on the packing slip that was included with your package.
Why is my order on hold?
Our system checks for fraud when every order is placed. If you use a hosting service that hides your location while using the internet, please note that this triggers our spam alert. If this happens, one of our customer support reps will reach out to you and verify the order is ok to send. You will need to confirm within 48 hours, otherwise, your order will be canceled.