We do apologize that you did not receive your invoice. Could you please confirm your email address? We will send a copy to you right now. Do you have access to your email now to see if you did receive it?
WHY HASN'T MY TRACKING INFORMATION UPDATED (FREE SHIPPING)?
Your order has been shipped by Mail Innovations which is a joint venture between UPS and the USPS where packages are picked up from us by UPS and delivered to you by the USPS. Your order will travel UPS first and then be transferred to your local USPS for the final delivery. During this transit it is common to not see many updates but your order will be delivered within a total of 14 business days from your ship date. Please track your package on the UPS website for more accurate tracking information as the tracking details will not display on USPS.com until the transfer. If you still see no updates by the 14th business day, please give us a call back.
WHY HAVEN'T I RECEIVED MY PACKAGE?
Find out which shipping method was selected. Find out what the shipping methods delivery time frame is. Keep in mind that only business days are considered shipping days. If the package is not received within the allotted days, please give us a call back
WHY CAN'T YOUR WEBSITE VERIFY MY AGE?
Ask the following clarifying questions to help determine the cause of the failing age verification: What state are you located in? (See age restrictions) Is your billing address the same as your driver's license address? Is your name directly associated to the address on your driver's license (i.e.: your name is on the lease)? Did you enter your billing information exactly how it is registered with your cardholder? Do you have a middle initial on your card? If so, enter middle initial into the first name line with no spaces after. If the answer is yes, to most/all of the above questions check EVS for cause of failed age verification. If EVS, does not give a valid reason, we apologize for the inconvenience; offer to assist you by placing order over the phone. Our representative will explain the age verification process over the phone before moving forward with placing the order (we require a signed Age Attestation Form along with a photo of the customer's ID). **For CA residents: Let the customer know that their billing, shipping and driver's license address must all match exactly. No exceptions due to California FDA regulations.
WHY IS MY ORDER ON HOLD?
For the protection of card holders and our company, orders may be put on hold for manual review. In instances in which credit card verification is not enough, we may require to review your government issued identification card/request that you provide an age attestation form in order to release the order. If necessary, a Customer Service Representative will call or email you to verify the order. Check with our Fraud Department (Cito) to determine if we will be releasing the order or requesting additional verification. Send the age form request if needed.
I CHANGED MY MIND ABOUT MY PURCHASE. CAN YOU CANCEL MY ORDER?
Please check the status of your order. If it is still on hold, email your supervisor a cancel request and leave notes in the order. Unfortunately we are not able to cancel your processed order due to our fast shipping process. You can always refuse your order upon arrival or call us back for an RMA form if you are unable to refuse.
I AM NOT HAPPY WITH THE COLOR/STYLE AND MY DEVICE IS STILL BRAND NEW. HOW DO I RETURN IT?
Check the original purchase date and determine if you are within the warranty time frame. If your warranty is valid, contact our representative and you will receive an email with a pre-paid return label and our Beastly return form. Once we receive it back we will process a store credit/refund for the device.
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