Tracking & delivery
Quick answers to the questions we get most.
Tracking not moving? That’s normal.
USPS doesn’t scan packages when they pick them up from us. Your tracking often won’t update for the first 1–3 days — even though your order is already on its way.
It jumps forward once your package reaches a sorting center. Nothing is wrong.
Common questions
My tracking hasn't updated in days.
USPS only scans packages at big sorting centers, not at every stop. Going quiet for 3–5 days is normal, and longer over weekends.
If there's been no movement at all for 7 business days, email us and we'll chase it.
It says delivered but I don't have it.
Wait 48 hours first — packages often get scanned a little early.
Then check with everyone at your address, your neighbors, and your building mailroom. Look around your door and porch too.
Still nothing? Email us. Once the carrier confirms it's gone, we'll reship your order or give you store credit — your choice.
My package is lost. Can I get a refund?
We'll make it right one of two ways, and you pick:
1. We reship your order — free, sent out as soon as we confirm.
2. We give you store credit — for the full amount you paid, good on anything we sell, and it never expires.
We don't send refunds back to your card for packages lost in the mail. Reshipping or store credit is how we cover it.
My international order is taking forever.
International orders can take up to a month. Customs and your local post office both add time, and that's normal.
Hit 45 days with no order? Email us. That's when DHL lets us open a claim, and we'll file it that day.
My tracking shows the wrong country.
That's normal. International packages fly through hub countries on the way to you — an order headed to Mexico might scan in Germany first.
Your address hasn't changed. It's still coming.
Will I have to pay customs fees?
Possibly. Some countries charge duties or taxes when your package arrives.
Those are set by your government, not by us, so they aren't included at checkout and we can't remove them.
My order hasn't shipped yet.
We ship within 1–3 business days. You'll get an email with tracking the moment it leaves us.
Nothing after 3 business days? Email us with your order number.
I only got part of my order.
Check your email for a second tracking number — orders sometimes ship in two packages.
Also look under the packing material. Grips are small and hide easily.
Still missing something? Email us and we'll send it.
My package is going the wrong way.
This usually means the address had a problem — a missing apartment number, or an old address.
It often sorts itself out. If it comes all the way back to us, we'll email you and send it again.
When to email us
- No tracking movement for 7 business days
- International order past 45 days
- Says delivered, still missing after 48 hours
- Anything damaged, wrong, or missing
Send us your order number and we’ll take it from there.
Contact us