FAQ

We ship our products with UPS and USPS, depending on the size of your order.

Sometimes USPS tracking information can be incorrect, and packages are marked as delivered before they actually arrive—oops! Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or post office for more information in the meantime!
If you do not receive your package in a couple days, please email our Customer Care team, within 14 days of the last tracking update, with your order number and tracking information so that we may assist you further!

We can ship to your permanents residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods.

All deliveries within mainland USA are sent with a trackable service.
We’ll send you a link with your tracking information once your package has left our warehouse.

For all orders outside mainland USA, contact our Customer Care team for quotes on shipping.

Please contact our Customer Care team at 1-800-998-FIRE for questions regarding returning an order.

We’re sorry there’s an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:
● We may have sent your items in separate packages so please check your emails to see if any of your items will be arriving separately.
● The item/s you ordered may have been out of stock. It’s worth checking your emails (including your junk/spam) to see if we’ve sent you an email about this.
If you have an item missing from your order, please let us know within 14 days of your order being delivered and we’ll do our best to help you.

You can use any of the payment methods listed below to pay for your order. Your details are safe with us as we take security very seriously.

You can only use one discount/promo code per order, this includes free delivery codes.

To pay with PayPal, you'll need to set up a PayPal account on the PayPal website.
As soon as your PayPal account is set up and you've added your items, go to checkout as normal. If PayPal has successfully been added as a payment method on your account, it will appear as a payment option at the checkout.
Why pay with PayPal?
It's safer: shop at thousands of websites without sharing your financial details.
It's faster: with no need to type in your card details, you can check out in a few clicks.
It's easier: all you need is an email address and password to pay online.

ATo help ensure your order is not declined when placing a new order we suggest checking the following:
Check the card details on your account to make sure the information is correct, e.g. the expiry date or your billing address.
Make sure you enter the security code correctly - that's the three digit number on the back of your card.
Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them or contact your bank.
If you've checked all of the above, try paying with another card.
Whereas, if you've received an error message, please contact our Customer Care team at 1-800-998-FIRE with as many details as you can about the issue - including the error messages you receive, and we'll try to resolve it as soon as we can.

If it's a promo code that you're after - we send out promo codes to our customers in our newsletters.