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You clicked "Place order." Now what? Here's a calm, step-by-step walkthrough of exactly what happens between your confirmation email and a parcel showing up at your door — including what to do if anything along the way feels wrong.
Within 2 minutes — your confirmation email
The instant your order is placed, an email lands in your inbox with a summary of everything you bought, the address it's going to, the payment method on file, and a unique order number (it'll start with ORD-). Save that number. Every time you talk to us about this order, that's the fastest way to find it.
If the email doesn't arrive within five minutes, check your spam folder, then check that the address you used at checkout was spelled correctly. Still nothing? Drop us a note from the Contact page with your name and approximate order time and we'll dig it out.
Within 24 hours (Mon–Fri) — dispatch from Austin
Orders placed before 2 PM Central Time on a business day ship the same day from our Austin warehouse. Anything later, or placed over the weekend, goes out on the next business day.
You'll get a second email when this happens — that's the one with the tracking link. Click it once to bookmark the carrier's tracking page; you'll be coming back to it.
2 to 5 business days — in transit
Standard shipping inside the continental US arrives in 2–5 business days. Tracking updates roughly every 12 hours as the parcel moves between sorting facilities. Long quiet stretches between updates are normal — packages don't get scanned every time they move, only at hand-off points.
- Going to a city: usually 2–3 business days from dispatch.
- Going to a smaller town or rural address: 4–5 business days is typical.
- Crossing into Canada or Mexico: add 2–4 business days for customs clearance.
On delivery day
Most orders are left at the door. Anything over $250 in value ships with signature on delivery by default — someone needs to be there to sign for it, or the carrier will leave a card and try again the next business day.
If you know you won't be home, the carrier's tracking page usually lets you redirect to a pickup point or hold the parcel for collection. We can't make those changes from our side once a label is generated, but the carrier almost always can.
If something goes wrong
It happens. Here's what to do, in order of "how worried should I be":
Tracking hasn't updated in 48 hours
Usually nothing — give it another business day. If it's still silent after 72 hours, email us with your order number and we'll open a trace with the carrier.
The parcel arrived damaged
Take a photo of the outer packaging before you open it, and another of the contents. Email both to support with your order number. We'll arrange a replacement or refund without asking you to ship the damaged item back.
It says "delivered" but you don't have it
Check with neighbours and the rest of the household first — most "missing" parcels turn up within a few hours. If 24 hours pass with no sign, contact us and we'll start a missing-package claim with the carrier.
Returning something
You have 30 days from the day your parcel arrives to start a return on any unused item in original packaging. Sign in to your account, head to Orders, and hit "Return this item." We'll email a prepaid label within minutes. Drop the parcel at any carrier counter and the refund hits your original payment method 3–5 business days after we receive it back.
That's the whole loop. No theatre, no fine print, no fees. If anything in here didn't match your experience, please tell us — that's how the loop gets better.
