Last Updated: December 2025

We don’t want you to have problems, but when you do, we want to make things right. This policy lays out how to file a complaint, what we do with it, and how long everything takes.

Submitting a Complaint

Reach out through our Contact Us page or use our live chat. Include your order number if the complaint involves a purchase, a specific description of the problem, relevant dates and any supporting details, what resolution you’re hoping for, and your contact details so we can get back to you.

Detailed complaints get resolved faster. When you’re vague, we spend time asking follow up questions instead of fixing the issue.

What Counts as a Complaint

A complaint is any situation where you’re unhappy with something we did or didn’t do. That covers product issues like quality concerns or wrong items, shipping problems including delays, damaged packages, or lost orders, website issues that stopped you from browsing or buying, poor experiences with customer support, payment or billing confusion, and anything else where we let you down.

Not sure if your issue qualifies? Submit it anyway. We want to know when things aren’t working.

Our Process

Step 1: Acknowledgment

You’ll hear from us within 24 hours confirming we received your complaint. We’ll give you a reference number to track the case in any future conversations.

Step 2: Investigation

We dig into what happened. This could mean pulling up your order history and shipping records, reviewing any chat or email conversations, talking to team members who handled your order, or checking product batch information for quality concerns.

Step 3: Resolution

After investigating, we contact you with what we found and how we propose to fix it. Most complaints get resolved within 5 business days. Complicated situations that need more digging can take up to 14 business days.

If we’re going to miss those timelines, we’ll update you with a new estimate.

Potential Resolutions

What we offer depends on your specific situation. Options include sending a replacement if products arrived defective or incorrect, issuing store credit for future orders, processing a refund where appropriate, making internal changes to prevent the same issue recurring, or explaining why we can’t provide what you’ve asked for when that’s the case.

We won’t always give you exactly what you want, but we will be fair and we will explain our decision.

If You’re Still Unsatisfied

Not happy with our response? Request an escalation. Tell us you want a senior review, and someone with more authority will reassess your case. Escalated complaints take up to an additional 7 business days.

Escalation requests tell us our first answer didn’t cut it. We take them as a signal to look harder.

What We Ask of You

We approach complaints professionally. We ask you to do the same. Tell the truth about what happened, give us accurate information, and keep communication respectful. Hostile messages, threats, or false claims complicate matters and can result in us closing your case without further action.

How We Use Complaint Data

We log every complaint and its resolution. This record helps us spot recurring issues, maintain consistency across cases, and hold ourselves accountable. Your information stays confidential and we use it only to improve how we operate.

Complaints Drive Improvement

Your complaint isn’t just a problem for us to make go away. It’s feedback that shows us where we’re failing. We analyze complaint patterns and act on them. Repeated issues become priorities.

When your complaint leads to better processes, clearer communication, or improved products, you may never know it happened. But it does happen.

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Nobody wants to file complaints. When you need to, we commit to treating you fairly and using your feedback to get better.