Can I cancel my order?
After their system has created an order number, all prices are locked-in and binding. This applies whether you are buying from them or selling to them. Not completing an order will lead to liquidation, any market loss will be assessed as per their Terms of Sale. Future orders will not be accepted until all market loss fees are paid in full.
What do I do if my shipment is damaged?
See the section regarding Damaged Shipments in their Terms of Sale for instructions and details. Once a damaged shipment is returned to them, they will re-ship your order. Whenever possible, re-shipment is done using a different carrier to avoid a possible recurrence of the issue.
When can I expect my order to ship?
Your order will be scheduled for packing and shipping based on the date your payment is received, according to payment type and clearing times, as well as any product exceptions noted at the time your order was placed. Please review your confirmation emails for pertinent details. If your payment type has a lengthy clearing time, shipping will be delayed until this clearing time has been completed. Visit their payment page for clearing times. If you have any outstanding orders in Pending status, shipping will be delayed on paid orders as per their Terms of Sale. Larger orders will be staggered in transit for security, insurance, and weight restrictions. You will be sent a unique tracking number for each package. Not sure if you’ll be available for delivery? Contact them to have your shipment scheduled accordingly.
Why won’t you accept my credit card?
For security, their system only supports credit cards that have been set up with Verified by Visa and MasterCard SecureCode. If you’re experiencing issues, they suggest that you try using PayPal as your payment option to pay by credit card.
Do you insure your shipments?
Every package they ship is insured, tracked, and requires a signature upon delivery. Packages are discreet, and there is no indication of the shipment or label of the contents. They use pseudonyms on the return address to provide further security in transit so as to not identify the nature of goods in the package.
Why do I have to wait for my payment to clear?
Due to a high level of fraud in their industry, they require an extended period of time for the bank to confirm the legitimacy of funds. Payment clearance begins on the date they receive the funds and the time-frame will vary based on your payment method and country of residence. Please visit their Payment page for further information regarding payment clearance.
