Response time
We will send an initial response within 3 business days. Business days are Monday through Friday, excluding U.S. federal holidays. Customer care is closed on weekends and U.S. federal holidays.
Some requests, including investigations involving delivery, payment, or product issues, may require additional time to resolve. If so, we will let you know.
Time-sensitive cancellation requests
You may request a cancellation or change of mind before your order ships. Please use the subject line “Cancellation Request — Order [number]”.
Cancellation eligibility is based on when your request is received in our support system. An eligible request received before shipment remains eligible even if our written confirmation is sent later. An order is considered shipped when it has been physically handed to the carrier; creating a shipping label alone does not count as shipment.
Once an order has shipped, it cannot be canceled for change of mind. Eligible delivery or product issues remain covered by our Returns & Refunds Policy.
Privacy requests
For a privacy request, use the subject line “Privacy Request” and describe the right you wish to exercise. We may need to verify your identity before completing the request.