Shipping & Pick-Up

To Check Order Status: 

• Login with your account email or click Chat With Us button in the bottom left corner, then select Can I get an update on my order status? 

In-store pick up:

• In-store pick-up is available Tuesday to Sunday from 12 pm - 7 pm at 81 Hester Street, New York. 
• You can choose this option at the check-out section. After placing the order, you will receive a notification via email or text when your order is ready for pick-up, usually within 24hrs.
• Due to limited storage space, we can only keep your pick-up order for 1 month. After 1 months your order will be restocked without refund. 
• If you want to switch local pick-up to shipping, or vice versa, please contact us to arrange the change as soon as possible. Additional charges may apply.

Domestic US Shipping:

• We provide free domestic US shipping for orders over $100 (2-5 business days).
• Express Shipping (1-2 business days) is also available at checkout for an additional cost.
• All orders will be processed within (2) business days upon payment approval. Orders placed after 4 pm will be processed the next day. 

International Shipping: 

International shipping is available for all destinations via APC, Aramex, Asendia, Flat Export Rate, Global Post, SFExpress, SkyPostal, USPS, FedEx, UPS, or DHL. Best carrier options will be given at check out according to your package weights, dimensions, and typical item cost.

Lighters are not available for international shipping

DDP (Delivered Duty Paid):

Customs duties and import taxes are included in the total at checkout, which means you don't have to pay any additional fee to receive the items. The taxes are calculated by the customs agency of the destination country and are beyond our control. 

DDP Destinations:

DDU (Delivered Duty Unpaid):

If your destination requires DDU shipping method, there are duty and import taxes that are not included in the total at checkout, are owed by the recipient, and are collected at the time of delivery. The taxes are calculated by the customs agency of the destination country and are beyond our control. You can calculate the costs by contacting your local carrier/customs office.

DDU Destination(optional):  Canada & Mexico

Please note that:

• If the recipient refuses delivery of their order due to a customs charge, their package will be considered abandoned and disposed of by the shipping carrier and their order will not be eligible for a refund.
• The customer is responsible for paying for shipping costs for returning any item(s) unless the item is defective or incorrect. Shipping costs are non-refundable.
• Once an order ships and is in transit, it is not possible to cancel or modify the order.

 

Lost Packages

When it happens, don’t panic! Here’s what you can do to locate your package:

1) Tracking status shows delivered but missing package:

• Verify the shipping address in your order confirmation.
• Look for a notice of attempted delivery.
• Look in the mailbox or around the delivery location for the package.
• Check with other family members/neighbors to make sure someone else didn’t bring it in or take by mistake.
• Call your local post office for delivery confirmation.

We've seen instances where the tracking will say delivered but shows up a few days later. If all attempts have been made but nothing shows up in the next 48 hours, we can assist you to file a theft report.

However, we are not responsible for any delivery errors caused by the carriers. 

2) Tracking status shows in transit for more than a week:

• Verify the shipping address in your order confirmation.
• Contact carrier for the most updated tracking updates.

Once the package has been received by the carriers. We are not responsible for any lost/damaged packages during transit. 

3) Invalid address or delivery barriers:

Sometimes carriers cannot deliver the package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender. If this is the case, please reach out to us so we can schedule a re-delivery after receiving the return.

We are not responsible for lost packages due to incorrect addresses. 

Carrier Contact Information

Common Carrier Tracking Information	Contact Information
UPS	Phone: 1-800-742-5877
US Postal Service	Phone: 1-800-222-1811
FedEx	Phone: 1-800-463-3339
DHL	Phone: 1-800-225-5345

 

If you have more questions, please visit FAQ, or contact us directly. Please allow 1-3 business days for a response.