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Orders (Tracking, Cancelling, etc.)

July 23 2016

Why is my order has not been shipped yet?

There might be several reasons why your order is still not on the way:

  1. There may be an item in your order that was not in stock when you place your order (This status always indicated in the product page and during the check out process). So we are waiting for it from Turkey or the local suppliers.
  2. There may be a perishable item in the order which cannot be shipped due to long shipment period and has to wait until the beginning of the week (This situation is mostly valid during the summer time).
  3. If this is your first order, it may take some time to confirm all the information you gave us (Fraud protection purposes). We may be trying to reach you via phone or email, hence we'd appreciate if you could give us a call at 1 866 885 8622. After all the security issues cleared we will ship your package.

Items are missing/damaged in the package I received. What should I do?

If items are missing in your package, please check the status of your order (see the question below: How do I check the status of my order or track my order?); first to see which items were included in the shipment. In order to fill your order quickly and efficiently your order may have been shipped partially by us. If this is the case, rest assured that you will not be charged any additional shipping costs beyond those you had originally authorized. If there are damaged items in your package, please consult our returns policy and send us a message by clicking here or contact our Customer Service at 1 866 885 8622 in our business hours.

How do I check the status of my order or track my order?

To check the status of an order, click <a href='shopstatus.asp'> here</a>. select the order you are looking for and review the shipment information.

If you selected USPS regular mail as the shipping method, there will be no tracking information available, since USPS does not provide such information. Tracking information for USPS may only be available if you specifically picked Priority mail option during check out.

Please note that USPS Media mail may take approximately up to 3-4 weeks to deliver. For international orders this may be up to 4-6 weeks. (We urge you to be in contact with your mailman when expecting a package.)

How do I cancel an order?

To cancel an order, you must send us an e-mail by clicking here or contact our Customer Service in business hours at 1 866 885 8622. We urge you to do this action early in the morning or as soon as possible after your purchase, since after the package is handed to the courier, we cannot recall it.

Where is my order?

If you would like to know whether or not your order has shipped, see the question: How do I check the status of my order or track my order?

Orders received during weekdays until 2:30 pm are shipped out the same day if all items are in stock. Item description page will tell you if an item is in stock or not. Also during checkout we indicate next to each item how long it will be before we ship it out.

How long a shipment takes depends on where you live and which shipment option you selected. If you selected a UPS shipment option, you will receive a tracking e-mail from UPS directly. Alternatively, you can track your orders online by logging into Your Account and clicking on "Order Tracking / Invoices".

Please note that we do not send shipments during the weekends and holidays. Also, UPS does not include weekends and holidays when counting shipping days. UPS may or may not deliver residential packages on Saturdays; however there is no delivery on Monday for residences. For business locations, no Saturday delivery is available with regular UPS services.

In item description page, we say "Usually Ships Out in 1 Business Day". That means we will ship it out from our warehouse in 1 Business Day; it does NOT mean that you will receive it in 1 Business Day, because in this case delivery time depends on which shipping method you chose and how far is your location from our NY warehouse.
The most common shipment method is UPS Ground. Please go to Your Account and clicking on "Order Tracking / Invoices" to view how long your shipment would take to be delivered.

International shipment times may vary considerably due to customs processes. Please watch for any notices you may receive from customs authorities in case they decide to hold your package for duty payment or other reasons.

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